The [CX] ImperativeWhy Should you Care?

@Tiffani_Bova

@Tiffani_Bova

Disruption

CustomerExperience

The NewBattleground

@Tiffani_Bova

Customers remember the service a lot longer than they remember the price.

@Tiffani_Bova

‘We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing.” Tony Hsieh

“You've got to start with the customer experience and work back toward the technology, not the other way around.” Steve Jobs

“We are not competition-obsessed. We are customer-obsessed” Jeff Bezos

“Most of all, I discovered that in order to succeed with a product, you must truly get to know your customers and build something for them.” Marc Benioff

“Ford will build a "self-driving business that prioritizes the people experience over the technology experience"

Customers are getting the exact experiences

you either intentionally or unintentionally designed for them

@Tiffani_Bova

The Customer is Far More Disruptive Than

Technology

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Companies Need to Pivot:Customer Experience

Analytics Driven BusinessReimagined Partnerships

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Yet, We Are Struggling to

Respond

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Silo’s andCollaborate

Break Down

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Disconnections are hurting your

organization and ultimately the customer

@Tiffani_Bova

@Tiffani_Bova

GROWTHCOMPANY

HOW TO BUILD A MODERN

@Tiffani_Bova

@Tiffani_Bova

Re-Set Your Thinking

@Tiffani_Bova

People First.Technology Enables.

Culture and Innovation are (the) winning combination

@Tiffani_Bova

We (as a collective eco-system) must develop a beginner’s mind

in order to eschew the constraints that cause us to

come up with old answers to difficult problems

Thank you!

@Tiffani_Bova