CXPA Sponsored Webinar by Thematic: Proving the ROI of CX: How Greyhound Used Customer Feedback ...

CXPA Sponsored Webinar by Thematic: Proving the ROI of CX: How Greyhound Used Customer Feedback ...

When:  Sep 5, 2019 from 2:00 PM to 3:00 PM (ET)
When
Thursday, September 5, 2019
2:00 PM - 3:00 PM ET

Where
Online 

Proving the ROI of CX: How Greyhound Used Customer Feedback to Get Buy-In and Increase NPS 
Many CX professionals struggle securing the stakeholder alignment required to turn their insights into action. Learn how Matthew Schoolfield overcame these challenges, re-focused his frontline and executive teams on the customer, and secured buy-in on initiatives that increased NPS by 20 points.

We'll cover the short and long-term strategies Matthew used to turn his vision for customer focus into reality - and results. Special attention will be given to the "stakeholder journey" and how to win support for CX with executives. We'll also focus on both the importance and limitations of AI and technology in connecting CX to ROI.

Matthew Schoolfield
Customer Insights & Commercial Analytics Manager
Greyhound

Matthew Schoolfield is the Manager of Commercial Analytics for Greyhound Lines, where he leads the analytics and insights efforts for Greyhound. Matthew’s organization has responsibility for insights generation related to all customer and marketing related data. Additionally, Matthew’s team leads customer identification and segmentation efforts for the organization.

Matthew previously spent several years with American Airlines, and has both a bachelors and MBA from Texas Christian University.

Alyona Medalyan
CEO
Thematic

Alyona Medelyan, Ph.D. is the CEO of Thematic, an AI-driven customer insights solution backed by YCombinator improve CX through insights from customer feedback. Customers include Manpower, Vodafone, CBRE, and AtomBank. Alyona holds a PhD in Natural Language Processing and has authored over 25 peer-reviewed publications. She frequently speaks at Data Science, AI and CX conferences.

She lives in San Francisco with her husband (and co-founder) Nathan Holmberg, as well as their two children.