WhenTuesday, December 7, 202111:00 AM - 11:35 AM ETWhere
OnlineBest Buy: Business Success Despite the Global Pandemic
Covid changed so many things in our world beginning in March 2020. Among them, it changed when we could leave our homes, where we went, what we did, how we purchased what we needed to live, and how all this was delivered to us. The pandemic also changed the way savvy companies like Best Buy responded to customers’ dynamic behaviors.
In this webinar, Jaclyn von Oven, Director of Customer Experience Measurement & Insights at Best Buy and Brad Linville, Principal Director of Global CX Consulting at Forsta will cover:
- Best-in-class ways that business was managed during the pandemic
- Changes in customers’ demands during this time
- Changes in how companies had to react, sometimes in mere days
- How the CX team responded to new insights and helped guide the organization
- And how CX and business metrics improved as a result, despite the pandemic challenges
We’ll conclude with some thoughts on the future (post-Covid) environment. Hope you’ll join and be a part of this compelling discussion.
Jaclyn von Oven, Director of Customer Experience Measurement & Insights
Jaclyn von Oven is the Director of Customer Experience Measurement & Insights at Best Buy with responsibilities that span strategic direction and operational implementation of the CX Measurement program as well as insight generation and sharing with leaders across the company to ensure the voice of the customer is represented when making strategic decisions. Jaclyn has supported this work for more than 13 years at Best Buy, shaping many aspects of the program from the design of the surveys to the types of inputs and analysis methods used to uncover insights. Jaclyn is a Net Promoter Certified Associate and a member of the team that has received numerous ACE Awards. Jaclyn holds a Master’s of Science in Criminal Justice from University of Cincinnati and a Bachelor’s of Science in Psychology from University of Evansville.
Brad Linville, Principal Director – CX Consulting
Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.
Brad is an expert in delivering best-in-class consultative services to businesses interested in increasing customer attraction/retention, accelerating growth, identifying key process improvements, and demonstrating added value to customers. Brad helps customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.
Brad has been a chief architect for many companies across many industries, both B2B and B2C. He has guided clients such as Erie Insurance, Best Buy, Acuity, Westfield Insurance, Ecore, Chemours, Grant Thornton, Sodexo, Manulife, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, and Fannie Mae to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.