WhenTuesday, October 27, 20202:00 PM - 3:00 PM ETWhereOnline
5 Lessons for Maintaining an Award-Winning Customer Experience Through Hard Times with Hertz
It’s a hard fact that times of crisis happen. But rarely is the whole world going through the same crisis at the same time. Enter COVID-19, and suddenly businesses and customers all over the world were facing hard times and hard decisions. Hertz, named #1 in Customer Satisfaction by JD Power in 2019, was determined to hold onto its customer experience initiatives and excellence, even in the face of incredible odds.
Join InMoment Enterprise Customer Success Team Lead Nate Morley and Hertz CX Strategy and Experience Design Lead Stuart Gilchriest as they walk through the lessons the brand has learned, real life examples of how it has successfully adapted in the past few months, and how these principles can help your organization deliver an award-winning experience (even in less than ideal circumstances).
CX Strategy and Experience Design
Stuart started his career in the hospitality industry in his native England and rose up through the ranks for 8 years before completing his MBA in Boston, Massachusetts. After meeting his wife in grad school, he transitioned into the customer experience space within the travel industry, where he has forged a successful career for the past 5 years as a respected voice on VOC program management, CX Strategy and Experience Design. Stuart leads various VOC and CX streams for the Hertz Corporation and was part of the team that earned Hertz’ first JD Power Customer Satisfaction win in 16 years in 2019. He is a Certified Customer Experience Professional and lives in Naples, Florida with his wife Mayra, son Nicolas and dog Chewy.Nate Morley
Enterprise Team Lead in Customer Success
Nate is an Enterprise Team Lead with InMoment, guiding brands in their customer experience programs to drive improvement that leads to realized business value. Since joining InMoment more than 6 years ago, he has worked with some of the largest brands in the world in retail, hospitality, food service, education and B2B.