Dispelling common myths in building great customer experiences
Demystifying CX by debunking the myths, and mastering the art
This webinar will explore the myths surrounding CX and provide insights on how organizations can overcome these challenges to create successful CX.
Despite advances in technology and customer data analytics, organizations still struggle with achieving lasting change and improvement in CX.
The current challenge lies in overcoming common myths and misconceptions that limit the ability to share insights across departments, beat the tyranny of the CX Cost Equation, and approach CX from an operations-focused perspective. Joining us in this session is Karyn Furstman, VP of Product Marketing and Go to Market for Experience Management at Verint, who will share insights and best practices from new research that examines these challenges and how successful leaders are tackling them.
Key Takeaways:
- Learn why CX initiatives often fail to accomplish lasting change and improvement
- Turn customer insights into action for the entire business to gain a competitive edge
- Create omnichannel experiences by shifting towards operations-focused CX
- Tackle the CX Cost Equation with the power of customer insight and feedback
Speakers
Karyn Furstman
VP of Experience Management
Verint
Karyn has over 35 years of experience in CX Management, strategy, brand management, research & insights, marketing, product development, training, process, and CRM within financial services companies and marketing agencies. Karyn has held multiple Chief Customer Officer (CCO) positions in banking, insurance, and technology companies and has consulted with a spectrum of consumer and B2B companies. Karyn was a founding board member and board chair of the Customer Experience Professionals Association (CXPA). She is a Certified CX Professional (CCXP), XM Professional (XMP), Lean certified, and a Six Sigma Master Black Belt.
Randall Tallerico
Chief Marketing Officer
Urban Science
Randall Tallerico is the Chief Marketing Officer, of Urban Science From the UK, France, and Germany to Australia, Thailand, and beyond, Randall Tallerico has led and established global strategies, covering every region around the world throughout his career including Urban Science. Randall joined Urban Science over 16 years ago from GM where he was an Executive Director, Advertising and Marketing for Buick and Oldsmobile. Prior to GM, he held the positions of International Senior Vice President and Senior Partner at J. Walter Thompson (JWT) Advertising for 21 years, starting out of the New York City headquarters. During his JWT tenure, Randall held numerous executive roles based in the London, Paris, Frankfurt, Bangkok, Sydney, Chicago, and Detroit offices supporting global brands including Kellogg’s, Kraft, Nestle, De Beers, and Unilever. While attending grad school, Randall got his start in his business career with Robert Solomon, providing advertising and marketing support for national clients. He graduated from the University of Michigan with an interdisciplinary degree in business marketing and communications. Randall has traveled the world introducing and positioning brands and has brought that strategic experience and knowledge to Urban Science on many fronts from Global management, client relationship management training, and client surveying by introducing the NPS Client survey and action planning process now part of the Urban Science culture.
Sponsors
