Rochester, NY CXPA Network

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(May 2024) Winning through CX: Showing the Financial Impact w/ Jim Tincher 

05-31-2024 09:11 AM

CXPA Rochester Network March Event: Winning through CX: Showing the Financial Impact w/ Jim Tincher

Date: Thursday, May 30th (12:00PM - 1:00PM EST)

Event Description:

Most CX programs can't prove that they're creating business impact. Whether you follow CustomerThink, the XM Institute, or Heart of the Customer, the data comes back the same: 3 in 4 programs are unable to show business impact. But what can we learn from the 1 in 4 that can? What are they doing that's different from the rest?

In this session, Jim Tincher, CCXP, challenges conventional wisdom and shares insights on how to operate CX as a business discipline, showing how your work leads to an outcome where customers WANT to buy more, stay longer, and interact in ways less expensive to serve.

Jim's research, documented in his book, Do B2B Better: Drive Growth through Game-Changing Customer Experience, shows four actions that “Change Makers” follow, starting with connecting to business metrics such as net revenue retention, customer lifetime value, and order velocity.


·         Discover how great programs connect CX to show business value.

·         Hear case studies from brands with advanced CX maturity.

·         Learn seven common ways to show the financial impact of CX.

About the speaker:

As the nation's leading authority on B2B customer experience (CX), Jim Tincher stands as a visionary at the forefront of shaping its future. Jim’s lifelong passion for CX led him to found his customer experience consultancy, Heart of the Customer (HoC), in 2013, and his insights continue to empower businesses in fostering more loyal and profitable customer relationships.

Prior to launching HoC, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. Over decades, he has honed his expertise, continually finding new ways to harness the voice of the customer to identify unmet needs, develop new products, and improve customer service.

Jim holds a Certified Customer Experience Professional (CCXP) certification, serves on the CXPA Board of Directors, and has served as an adjunct instructor at the Carlson School of Management at the University of Minnesota, where he previously earned his master’s in business administration. As an experienced customer experience keynote speaker, Jim frequently hosts workshops and addresses organizations across a variety of business sectors. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.

Watch this presentation on demand:
Video Passcode: *9d8Kxu1


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