Webinar: How to Build a Measurable CX Program from the Ground Up
June 27, 2019
Customer experience will surpass price and product as a key differentiator by 2020. Yet, despite businesses best efforts to prioritize CX over the last few years, only 30% of businesses today report that their CX programs produce tangible and measurable outcomes that affect the bottom line.
Christopher Stark launched the Voice of the Consumer Program at Nike in 2016. Since then, the company has generated millions in business improvements by connecting the insights gained from CX Analytics with stakeholders across the company who can affect change.
In this webinar Chris, now the VP of Solutions Engineering at Topbox, will describe how he built the program at Nike, structured his team, and how he broke down internal silos to turn customer experience insights into business results.
In this webinar, you’ll learn:
- Why CX is failing and what to do about it
- How to break down internal silos to affect change
- How to report CX analytics to ensure company-wide adoption
- How to produce measurable and tangible outcomes from key CX insights