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About webinar

Creating a great customer experience is a predecessor for generating high engagement levels which in turn lead to long term customer loyalty. What are the key components of a top-shelf customer experience?

This webinar brings together a panel of marketing leaders composed of brand marketers, academics, publishers, and solution providers. This facilitated discussion will draw from multiple perspectives to frame up what it takes to create a stellar Customer Experience.

As background for the discussion, the group reviewed research papers as well as personal business perspectives.

  • A report authored 5 July 2022 by Gartner® analyst Michael Chiu cited a set of Top 10 Customer Experience Metrics based on recent research*. Gartner had conducted a survey of IT and business technologist CX leaders in 4Q21 to examine organizations’ CX priorities, challenges, metrics, governance structures and technology investments.
  • Latest research published by Politecnico di Milano on the Omnichannel Customer Experience. The Observatory was established in 2017 to support companies in understanding the impacts of a customer-centric approach, starting from customer relationship processes.
  • Quantitative research studies from The Wise Marketer that explore the attitudes, opinions, behaviors and demographics of consumer audiences within the loyalty industry.
  • Comarch client success stories.

Join us for this rare opportunity to hear from brands including Ford, Politecnico di Milano and Comarch.


*Quick Answer: What Are the Top 10 Customer Experience Metrics? Published 5 July 2022.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Agenda

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Speakers

  • Bill Hanifin
    Bill Hanifin Chief Executive Officer - Hanifin Loyalty by Impact 21
  • Sara Zagaria
    Sara Zagaria Senior Researcher of Omnichannel Customer Experience Observatory, Politecnico di Milano
  • Ralph  Harrington
    Ralph Harrington Group Product Owner FordPass Rewards, Ford Motor Company
  • Christopher Sandstrom
    Christopher Sandstrom Director of Strategy & Growth Americas, Comarch
  • Katarzyna Kulczycka
    Katarzyna Kulczycka Senior Manager for Loyalty Marketing Professional Services, Comarch

Event coordinator