Mediacenter

Want to learn more about NGCX 2016 and who you'll meet onsite? Download our finalized brochure and see if our attendees are the decision makers you are looking for.

In December of 2013, the Next Generation Customer Experience team presented a benchmarking questionnaire to a national audience of customer experience professionals. The goal of the survey was to shed light on current trends in customer experience culture, strategy and reporting. More specifically, the survey is intended to provide you with a better understanding of how your organization stacks up with respect to official job titles, length of time spent in customer experience roles, level of investment into customer experience departments, challenges customer experience professionals face, ability to get funding for customer experience initiatives, KPI’s and more. Executives from a variety of verticals shared valuable insight into their customer experience departments and operations to create an effective benchmark for the industry. More than 130 individuals responded to the survey. Their job titles ranged from Vice President of Customer Experience to Director of Customer Insights to Vice President of Marketing and more, and they came from companies as diverse as Capital One, Disney and Starbucks. See how your firm compares to your peers and competitors by viewing the results throughout this report.

Every year, NGCX 2016 brings together more than 250 senior-level customer experience and marketing professionals from across the country. Past participants include but are not limited to; Zappos, Zipcar, Gap, John Deere, Google, Deloitte, Citrix, Nintendo, Oracle, PETCO, Coca Cola, Starbucks, Sony, and more. Click the image on the left to download the 2016 Attendee List!

In this exclusive presentation, Margaret Kedziora, Director Customer Care & Quality for Philips Lighting and her colleague Eddy Wong, Six Sigma Black Belt and Customer Care & Quality professional discuss understanding customer expectations and consumer insights that can be gleaned from all interactions. Click on the image at left to download the PDF.

In this exclusive presentation, Mark Parrish, VP, Customer Retention and Loyalty Marketing at Barnes & Nobles discusses, in-store experience: POS and Radical Loyalty.

In this exclusive presentation, Larry Freed, President & CEO at Foresee discusses, customer satisfaction metrics: Analytics to Understand the Cross-Chanel Customer Click on the image at left to download the exclusive presentation and share it with your colleagues or use it as the basis of your next meeting.

In this exclusive presentation, Tabitha Dunn, Director, Customer Insights at Citrix discusses, customer lifetime value: Connecting Customer Lifetime Value with Revenue Growth. Click on the image at left to download the exclusive presentation and share it with your colleagues or use it as the basis of your next meeting.

In this exclusive presentation, Bill Hoffman, SVP, Cunsumer Insights at Best Buy discusses, customer journey mapping. Click on the image at left to download the exclusive presentation and share it with your colleagues or use it as the basis of your next meeting.

Some key statistics from this Benchmarking Report: -46% use NPS to measure customer satisfaction and loyalty -30% say internal resources are the biggest obstacle to implement a customer experience strategy -Website and Employee development are areas of opportunity for customer experience in 2012/13   

In this exclusive presentation, Louis Rolleigh, Director, Packaged Analytics at Acxiom, discusses, customer segmentation: Next Generation Customer Segmentation and Personalization. Click on the image at left to download the exclusive presentation and share it with your colleagues or use it as the basis of your next meeting.

In this exclusive presentation, Mike Ashe, Vice President at Mattersight, discusses employee engagement: Understanding Customer Motivation to Navigate Toward Desired Outcomes. Click on the image at left to download the exclusive presentation and share it with your colleagues or use it as the basis of your next meeting.

In this exclusive presentation from Next Generation Customer Experience, Mike Ashe, Vice President, Mattersight discusses how to better understand customer behavior in order to navigate toward desired outcomes. The key is consistency across all customer touch points both in terms of customer service and data collection.

Click the image to the left to download the preliminary 2015 Agenda.