Register now to learn from the best! Join us for an insightful, in-person discussion with Don Peppers on how to sell your CFO on the benefits of customer experience.
A big problem every CX professional faces is that the benefits of a better CX occur primarily in the future, as customers engage more with the business, while the costs of providing a better CX occur immediately, as they are incurred. Moreover, while current costs can be precisely measured, future benefits can only be assumed.
In this presentation, Don Peppers will discuss a few strategies for dealing with this problem, including:
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Using A/B tests as a predictive tool
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Thinking about customer lifetime values
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Agreeing on a “financial exchange rate” for VOC and other metrics
The presentation will be followed by a Q&A discussion and more networking.
Agenda
4:30 Doors Open/Sign-In
5:00 Mingle/Networking
5:30 Don Peppers’ Presentation
6:00 Q&A Discussion
6:30 Mingle/Networking
7:00 Adjourn
We are delighted to have Don Peppers as our April speaker!
Recognized as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author, speaker and co-founder of the management consultant firm, Peppers & Rogers Group. His company, CX Speakers, delivers workshops, keynote presentations and thought leadership consulting focused on customer experience topics.
With business partner Dr. Martha Rogers, Peppers has produced a legacy of international best-sellers that collectively sold well over a million copies in 18 languages. Their first book, The One to One Future (Doubleday, 1993), was called by Inc. Magazine’s editor-in-chief “one of the two or three most important business books ever written,” while Business Week said it was the “bible of the customer strategy revolution.” As a testament to this, Don Peppers and Martha Rogers were inducted into the Direct Marketing Association Hall of Fame in 2013.
In 2016, Peppers released a solo effort, Customer Experience: What, How and Why Now. In 2022, Wiley Publishers released the fourth edition of Peppers’ and Rogers’ graduate school textbook, Managing Customer Experience and Relationships: A Strategic Perspective.
Don has been listed numerous times on LinkedIn as one of the Top 10 Marketing Influencers. In 2015, Satmetrix listed Don and Martha Rogers #1 on their list of the Top 25 most influential customer experience leaders. The Times of London included Don on its list of the “Top 50 Business Brains,” and Accenture’s Institute for Strategic Change listed Don as one of the 50 “most important living business thinkers” in the world.
We are meeting at Spaces, a co-working site in Levi's Plaza, about halfway between Market St and Fisherman's Wharf along the Embarcadero.
We hope you'll join us!
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