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Customer Programs Thought Leader Bill Lee to Introduce Customer Experience Agile at the 2020 Summit on Customer EngagementSAN FRANCISCO, Feb. 19, 2020 /PRNewswire/ -- Many customer experience initiatives struggle to create business impacts, such as improving customer retention, innovation, cost efficiencies, sales, and the like (see here, here and here). To address this when business objectives are urgent, a slimmed-down approach to improving the customer experience is emerging organically—often spurred by resourceful managers who run customer communities, advocacy programs, advisory boards and the like. "These 'customer experience agile' initiatives are improving CX where improvement is needed most, while achieving significant business impacts relatively quickly," says Bill Lee, author of several Harvard Business Review publications on the subject. Lee will announce the "CX Agile" approach and provide supporting case studies in his opening keynote on March 3 at the 2020 Summit on Customer Engagement (March 2-4, in Burlingame, CA). He will also lead a deeper dive discussion on the emerging CX Agile at the invitation-only Advanced Practices Pre-Summit Workshop on March 2. "We'll have some of the top practitioners in the world for that one," says Lee. "When addressing a major business objective for which the firm isn't getting traction," says Lee, "one of the best things you can do is ask, 'Can our customers help with this?' That question is opening up a lot of creativity." Major C-Suite Issues Addressed By Engaged Customers Customer Retention "Companies are similarly engaging their customers to address a wide variety of C-Suite objectives—and are often surprised at the enthusiasm of their co-creating customers," says Lee. Innovation Market Awareness Cost Reduction C-Suite Objective: SALES WINS "At this point we have some three dozen CX Agile examples and case studies," says Lee. "These are filling a major need for C-Suites who understand quite well the importance of competing on the customer experience but have urgent business objectives that need solutions quickly. We're going to provide specific, evidence-based guidance to enlist customers for such needs." About Bill Lee Bill's passion is helping firms to build high-mutual-value, long-term relationships with today's connected customers. He's the author of 20 publications with Harvard Business Review including his book, The Hidden Wealth of Customers." His Summit on Customer Engagement, now in its 16th year, is the longest-running, most respected educational conference in the world for customer engagement professionals. "Bill has built one of the most interesting communities of customer-focused pros I've seen. His annual Summit on Customer Engagement is fantastic." "It's probably the most educational and inspirational conference among those that I attend on a yearly basis," Martin Haering, CMO, Finastra MEDIA CONTACT: View original content to download multimedia:http://www.prnewswire.com/news-releases/customer-programs-thought-leader-bill-lee-to-introduce-customer-experience-agile-at-the-2020-summit-on-customer-engagement-301007260.html SOURCE 2020 Summit on Customer Engagement |