Whatever your line of business, it’s understood that delivering great CX is critical. In a competitive world, CX which offers exactly what the customer wants can be a genuine business differentiator, and naturally, is a key area any organization needs to pay a laser-sharp focus to.  

Given the importance of CX, the practical aspects of how to deliver differentiating customer experience is at the heart of most discussions on the subject. To this end, a myriad of tools exist which can help create more impactful customer experience strategies, and numerous methods exist to measure the impact these strategies have for the firms who use them. These are critical aspects of the development of this sector – the tools which exist now allow better, quicker, and more personalized customer experience to be delivered, and the methods which measure their effectiveness give invaluable insight into the impact these investments have had.  

However, fundamentally, there is a risk of confusing the means with the end; demonstrating the effective use of a new solution or the delivery of great CX strategy by analyzing customer outcomes is often the end goal and runs the risk of missing the purpose of CX – driving profitability for your business. Within this leadership keynote session, Eric Smuda, CXO of Likewize, will discuss the importance of staying true to the purpose of any investment of time / money / resource into this field: tying CX to business growth.