Panel Discussion: Enabling a Consistent Customer
Experience Across the Lifecycle
Mike Provenzano, Acrolinx
Jerele D. Neeld, Dell EMC
Stuart Townsend, HSBC
Gunnar Angerbjörn, Volvo Trucks
Ben Frueh, Philips Healthcare
2
Content and the Customer Experience
3
Our Panelists
Jerele D. NeeldDell EMC
Stuart TownsendHSBC
Gunnar AnjerbjörnVolvo Trucks
Ben FruehPhilips
4
Today’s Topic
1.Let’s define customer experience
2.The additive nature of consistent quality content plays in customer experience
• Your employees
• Your customers
3. Expert panelists: Effective consistent quality practices
5
What is Customer Experience?
6
Volunteers?
7
Definitions
1) ACADEMIC: “A term used to Describe the relationship a customer has with a business. It is the sum total of all interactions that a customer has with a business throughout the relationship.”
2) SIMPLE: “How customers perceive their interactions with your company.”
3) BETTER: “the customer’s perceptions and related feelings caused by the one-off and cumulative impact of interactions with a supplier’s employees, systems, channels or products.”
8
The customer experience
9
How does a consistent personalized brand influence CX?
A case study of Giving Tree Corp.
10
11
An apple tree
A willow
A mighty oak tree
A pine
A sequoia
12
I am a giving tree!
13
14
The importance of consistent quality content in creating an positive customer experience
15
16
17
18
19
Onboarding
Talent
Brand
On-going training
Development Reinforcement
Recognition
Cross functional approach
Tooling that enables consistent quality
20
Customers at the core of your content creation and delivery
21
Your customer
Your value
Your brand
22
Let’s go to the experts
23
What type(s) of content are your teams responsible for publishing?
24
Describe the pillars of your brand.
25
How does industry play into your approach to effective content production and delivery?
26
How do you measure the effect of your content in the customer experience?
27
Tell us a little about the team and decision making process about what is considered consistent quality content.
28
Got data?
29
Brand idol?
30
Describe the pillars of your brand.
31
Thank you!
Questions for the panelists?
Thank You!
