When
November 29, 2018
2:00 PM - 3:00 PM EST
Where
Online
Good Intentions - The Power of Purposeful CX Design
Delivering amazing customer experiences is a top priority with many organizations today. Unfortunately, many companies are limited in developing a complete set of vital CX capabilities. They often ignore the power of intentional design when crafting new experiences - a major flaw in the ever-demanding, highly-dynamic, and fast-paced world. During this session, Brian Andrews, CCXP, and Mike Kendall, will share their practical experiences, insights, tools, and examples from loyalty leaders who are delivering on their good intentions.
Brian Andrews, CCXP
Senior CX Principal
Medallia
Brian (@LoyaltyRocks) is Medallia’s Senior CX Principal having spent the last 20+ years in senior leadership roles in customer experience (CX), product management, and process improvement at HP, Intuit, and Sprint.
As Sprint’s VP of CX, they recorded the lowest churn in history and the highest NPS in three years. At Intuit, Brian helped pioneer the NPS movement as they were the first company to adopt NPS. He led Intuit’s NPS community for many years, was featured in "The Ultimate Question 2.0", and won several external CX awards. Brian also spent ten years in management consulting focusing on transformational change.
He is a founding Board of Director of the CXPA, the original leader of the DFW Local Network, and is a Certified Customer Experience Professional (CCXP).
Mike Kendall
Managing Director
The Customer Lab
Leveraging over 25 years of driving transformation inside loyalty-leading companies like Intuit, Capital One, Citigroup, and Humana, Mike Kendall (@DelightApostle) brings expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge to organizations around the world.
As Managing Director of The Customer Lab (@TheCXLab), Mike partners with executives and their teams to build industry-leading outcomes through Customer-Centered Design, Delivery and Culture. In addition to founding The Customer Lab, Mike served as Director of Customer Experience at Capital One. He co-founded Humana’s award-winning FastStart Lean Experience Innovation Lab, led Customer Experience at Intuit, and held several global customer and operations leadership roles at Citigroup.
He is a Senior Impact Coach with Moves The Needle, is Net Promoter Certified, a Lean Six Sigma Master Black Belt, served as a Senior Examiner for the U.S. Baldrige National Performance Excellence Program, was one of Intuit’s early Innovation Catalysts, and is an instructor for Southern Methodist University’s Continuing Education Program. Mike is also an accomplished musician, teaching and performing drumming and percussion worldwide. Mike lives in the Dallas, Texas area with his wife and enjoys international travel, cycling, and good food.
