Sarah Simon

What does it take to build a winning customer experience strategy? What do successful CX teams do differently than their peers? How can I take my customer experience efforts to the next level?

In this session, Sarah Simon, VoC Consulting Director at Confirmit, shares three characteristics common to successful, effective Customer Experience programs. She also shares her tips for how you can realize these trends within your company.

1. Winning CX practitioners thoughtfully balance VoC and CX
Smart CX practitioners know not to bite off more VoC than their organization can convert to improvement efforts, running efficient customer-focused programs and listen only to what they can and will act upon.
2. Winning CX practitioners weave a richer customer story
Reporting metrics in charts and graphs only takes reporting and analysis so far. Winning CX practitioners tell a more robust customer story by increasingly weaving a qualitative, human element into their information gathering and results sharing.
3. Winning CX practitioners hire and/or develop a CX evangelist
Highly effective CX teams are “building or buying” an entirely new professional: Communicator. Change agent. Educator. Story teller. Customer advocate. Relationship builder. Strategist. Persuader.

Table 1: Connecting your brand vision with your customer experience strategy
Moderator: Melina Young, Director, Marketing, Verity Credit Union

Table 2: Three trends for CX success
Moderator: Sarah Simon, VoC Consulting Director, Confirmit

Table 3: CES 2.0, Is It Worth The Effort?
Moderator: Jennifer Maldonado, Senior Business Analyst, Voice of the Gamer program owner, Activision

Table 4: How to build a robust social customer care strategy
Moderator: Janet Song, SVP, Member Services, Dollar Shave Club

Table 5: Engaging non-customer facing employees with your CX strategy
Moderator: Claudia Vale, Customer Experience Manager, CCXP, John Deere L. America

Table 6: Customer experience programs: what’s working?
Moderator: Karen Kallet, Chief Digital Officer, SVP, Marketing BofI Federal Bank

Table 7: Establishing an enterprise-wide customer experience steering committee
Moderator: Rob Scruggs, Former Director, Customer Experience, E*TRADE

Table 8: Social media for CX: lessons learned
Moderator: Alessa Martin, Director of Marketing, Tacori

Table 9: Topic Pending