Greg Kihlström | Keynote Topic:
ROI of Customer Experience Keynote Speaker
Return on Customer Experience
Measurement of Customer Experience and how to measure Return on Investment in experience initiatives
Return on Experience:
How do you measure the ROI of Customer Experience?
Every company claims that customer satisfaction and experience is top of mind. There are often challenges, both internal and external, to following through on delivering great customer experience, however. Greg Kihlström, ROI of customer experience keynote speaker, thought leader, and author of the book The Center of Experience, details how to define, measure, and optimize return on experience-related initiatives by putting both customers and employees first. Drawing on principles from his book that outlines a methodical approach to setting up an experience-led center of excellence, Kihlström will provide insights on how to deliver great experience that is consistent and continually improving.
what is discussed
How to make the business case for the digital customer experience and overcome internal hurdles, budget constraints, and more
Return on Experience - how to measure and improve customer and/or employee experience.
How to understand and embrace what makes customer and employee experience unique in your company and industry.
The types of measurements needed to get the most return on your experience initiatives.
Operationalizing great experience in a way that is repeatable and adaptive to change.
based on the book
For more thoughts and ideas related to Return on Experience, make sure to check out Greg Kihlström’s recent book, The Center of Experience, available in print and digital formats.
Also, make sure to take a look at the Center of Experience half-day, 1-day, and 2-day workshops, now available in-person and virtually.
