This year marked the 21st anniversary of Pine and Gilmore’s Experience Economy, with customer experience management reaching age of majority across the globe. However, CX Maturity level-wise, most global brands and companies still linger in their infancy or, at most, tumultuous teenage years. The presentation explores top 3 challenges and solutions to overcoming them – having the right customer-centric culture, framework and program in place – drawing from customer-obsessed lead research and consultancy practices as well as... – CX leaders across industries. This presentation forms part of the online Festival of NewMR series. Presented by Andreea Coca from Kantar.

1. CX’s Coming of Age
Andreea Coca
The Festival of NewMR, March 2020

2. Sponsors
Gold
Silver
The Festival of NewMR, March 2020

3. 21 years and counting…

4. 1. Establish
Build awareness and
understanding.
2. Develop
Define the structure
and engage.
3. Validate
Prioritize and prove
results.
4. Maintain and optimize
Sustain engagement.
CXMomentum
5%
15%
30%
50%
CX Maturity
Do you know where you are?

5. BX CX
UX
BX CX
UX
BX
CX
UX
Which one would you say it is?

6. Does your CX vision align with your Brand Promise?

7. Employees
Create outstanding employee experiences
Customers
Create outstanding customer experiences
Brand
Deliver on brand promise
Have you broken the silo mentality?

8. HOSPITALITY
3.1
5.1
Year 1 – Q1 Year 3 – Q3
Repeat Visits
Employee commitment Customer satisfaction
69
54
87
67
DIY RETAILER
Increase in store
engagement =
2%
sales increase
per visit
How are your EX and CX connected?

9. How many pillars do you check?

10. What is your Return on Experience?

12. Q & A
Andreea CocaRay Poynter
NewMR
The Festival of NewMR, March 2020

13. Sponsors
Gold
Silver
The Festival of NewMR, March 2020