2019 Customer XM Breakthrough Sessions
Discover how the visionaries and leaders behind the world’s most iconic organizations shared how they designed and delivered breakthrough experiences at 2019 Qualtrics X4 Summit.
Thank you for registering!
Click "Watch Now" to view the Breakthrough Sessions below.
Listen and Act: How AMEX Pairs Listening & Incentives to Bring the Voice of the Customer to Life
To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on the insights. With an emphasis on customer listening from call center to the C-suite you’ll find new ways to learn from your customers. Find out how American Express employs a broad spectrum of approaches (from call listening to advanced modeling) to empower employees and uncover meaningful insights to create world-class Customer Experiences.
Luis Angel-Lalanne|VP, Customer ListeningWatch Now
The Why Behind the What: Using Analytics to Improve Customer Retention
Retaining a customer is less expensive and often leads to higher lifetime value than acquiring new ones, but it’s easier said than done. Many B2B companies lean heavily on financial data and firmographics to study retention patterns – profiling patterns across industries and company sizes. In this session, you’ll learn how to augment your approach with experience data and other operational data to not only understand the key drivers of attrition but identify actions to take before it’s too late, so you can retain your most valuable customers.
Rachel Richter|VP, Customer InsightsWatch Now