CXPA Rochester Network February Event: Four Gold CX ROI Metrics w/ Lynn Hunsaker
Date: Thursday, February 22nd (12noon - 1pm EST)
Event Description:
When you focus on 4 new customer experience metrics, you’ll find greater progress in 20 CX and financial metrics. How is this possible? Like anything else: getting the basics right. For example, in exams and fitness, your success is determined by a strong foundation of healthy habits. This is also true for customer experience ROI: simplify what needs to change at the root cause level and your financial performance will soar.
During this session, we will explore:
About the speaker:
Lynn Hunsaker built CX maturity in customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She started as a Voice of Customer Manager and became Head of Corporate Quality (Chief Experience Officer). Lynn served on the CXPA board of directors and as president of Silicon Valley American Marketing Association. She has taught 25 university courses and created many courses for CX leaders and certification. Lynn was 2023 top author at CustomerThink, where she is 1 of 5 Hall of Fame authors and writes a column called The CX ROI Handbook. She has authored 6 CXM global studies and 3 CXM handbooks. Her specialties are B2B, silos, customer-centric business and marketing, engaging C-Suite and non-customer-facing groups in CX, leading indicators, ROI, and maturity. CX leaders in 50+ countries benefit from her self-paced e-consulting, including Masterminds, Experience Value Exchange, and more.
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