Speaker:
Rich Wilson, Director of Customer Experience & Design Thinking, Kimberly-Clark Professional

Abstract:
The days of “fluffy” CX are over. New tools and new ways of thinking allow fully resourced CX teams to not only identify moments that matter, but also the cost to the organization.

Key Take-Aways:

• Insight on which tools, skills and disciplines you’ll need to prioritize and quantify your next CX strategy.
• An understanding of how combining survey results with business data can quantify specific experiences.