12:00PM – 1:00PM
Virtual - Login information to be provided with final reminder
Do you sometimes feel like you only scratch the surface when you network with your CX colleagues? Would you like to understand more about the nitty-gritty of what other CX professionals do in their day-to-day work, and learn from their techniques, mistakes and successes?
In this virtual session, two members of the Philadelphia Local Networking Events (LNE) team will share in detail about a specific project that they have worked on in the past year. Denys Villano, Director of Customer Experience at Vertex, Inc. (B2B), will share a project that her team undertook in 2016, to create a successful business case for adding account management services for a subset of clients. Denys will talk about designing their pilot program, creating a financial model to prove the benefit of the change, and their messaging to senior management that sealed the deal. Next, MaryEllen DeMarco, Owner of Avalyne Research and Senior CX Consultant at Avtex Solutions, will describe a B2C transactional survey program that she has been managing for over a year using the Corporate Executive Board's Customer Effort Score, a research-backed metric that has been shown to help gauge the impact of support interactions on customer loyalty. MaryEllen will discuss the design of the brief questionnaire, how reporting is done, and the impact the program has had on the client's support team and on a key company policy, improving overall CX for the brand. Come join us for some real-life conversation about how we do CX!
Denys Villano, Director of Customer Experience, Vertex, Inc.
MaryEllen DeMarco, Owner of Avalyne Research and Senior CX Consultant at Avtex Solutions
Mary Ellen DeMarco
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