September 14, 2017
11:00 AM - 12:00 PM EDT
Changing the Game: Transformation Through Technology and People
So many organizations are trying to transform themselves and many look to technology as some kind of silver bullet. Technology can help, but when change isn’t fully realized, and the world’s problems are not magically swept aside, where is the blame placed? On the technology? Or the people using it?
In this webinar, Phil Durand from Confirmit and Bruce Temkin, CCXP, Managing Partner & Customer Experience Transformist will investigate ways in which CX professionals can become a driving force to break down silos and bring the company together. From building cross-functional teams to support the customer in a more end-to-end manner, to using technology to put insight in the hands of the right people, we’ll identify the best ways to deliver a customer experience that crosses the silos and achieves business results.
About the Speakers:
Phil Durand, Director, Customer Experience Management
Phil has worked in customer experience measurement for twenty years. In his role at Confirmit, he works closely with customers to help define and design global Voice of the Customer programmes that deliver business change. He firmly believes that insight is only important when a business focuses on what it means, why it matters – and crucially – what they’re going to do about it.
His real enthusiasm has always been for the creation of engaging programmes that motivate a business to improve. This is about creating a competitive advantage while staying true to the customer voices heard. He has taken roles on both the agency and client-side, developing and managing large, multi-national programmes across a range of industries including travel & tourism, automotive, utilities, finance and telecoms.
Bruce Temkin, Managing Partner & Customer Experience Transformist
Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships. During his 12 years with Forrester Research, Bruce led the company's B2B, financial services, and customer experience practices.
As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored many of Forrester's most popular research reports, including "Experience-Based Differentiation" and "The Customer Experience Journey." He is also the creator of Forrester's "Voice of the Customer Award" and Forrester's "Customer Experience Index." Bruce led the creation and updating of many of Forrester's customer experience evaluation methodologies and training workshops.
After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. As the Managing Partner, he consults for leading global companies, is a keynote speaker at top industry events, researches customer experience trends, and is the author of Customer Experience Matters - one of the most popular blogs on customer experience. He is also the creator of the "Temkin Experience Index" which rates the customer experience of 100+ large organizations.
To register, please click here.