How to create a customer experience that drives profit

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Get inspired by practical examples and take your business to the next level.
The relationship between companies and customers is becoming increasingly fragile and at the same time more important than ever. In an era where customers have endless choices, a quality customer experience is key to their loyalty and satisfaction. Companies that focus on their customers’ needs not only have a higher chance of success but also build long-term and strong relationships with their clients. In this lecture, you will gain practical skills to help you succeed in a customer-centric world.

What you will take away:

  • How to distinguish KPI (your performance) from CPI (customer value) – and why you need both
  • 5 steps to a CX strategy you can start applying right away
  • 4 moments of truth – from first impression to the wow effect
  • Practical customer experience audits for your team

Who is the speaker?

Ján Uriga is a specialist in innovation and change management. Ján has focused on research and application of social intelligence and decision-making processes in leaders. He even earned a Ph.D. in this field. Since 2018, he has been leading the Experience Centre in Prague, which focuses on innovations in customer and employee experience.

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