Council Virtual Event on Balancing Efficiency with the Cost of the Customer Experience

Speaker:
Teddi Burress, Customer Experience Strategy, Nationwide

Session Abstract:

Efficiency is a key strategic imperative for any business. Driving a positive experience is another critical focus. But these two business forces seem to be counter intuitive to the other – is it possible for them to effectively co-exist? To build an efficient, experience balanced organization the journey will begin with a business strategy grounded in providing a well-rounded value proposition.

Call to Action:

• Take a different vantage point to efficiency and experience to understand how they co-exist.
• Think through the efficiency efforts your organization have planned and prioritized…now think through that efficiency play through the experience lens.
• Consider how once this efficiency is implemented, how will your organization ensure adoption and usage of the new process or technology?