CX Leaders outperforms CX Laggards when it comes to Topline Growth and Bottomline results regarding to Forrester Research. Has customer experience, therefore, become the top strategic imperative for today’s leading executives and brands?
If there is a truth that it is the sum of communication and behavior, or rather the interaction between those who create your brand? How can your CX really deliver on the explicit and implicit expectations set by your brand and marketing communications?
It’s about unleashing people to experiment, think differently, try new things, and fail fast. What will new ways of thinking and working help you intentionally create the experiences your customers truly need and desire?
How can you take the decision that is made with hard empirical evidence and not speculation or gut
How can you use stories to visualize your customers’ pain points, delights and true empathy maps drive organizational alignment?
How will the new era of behavioral economics and the latest brain research together with new tech platforms redefine your customers’ expectations for your brand?
How will the new trends for business-to-consumer companies leverage to increase customer engagement and long-term loyalty? How will you work with Voice of the Employee Programs in real time?
How will brands’ way of emotionally connect with consumers change over the next 5 to 10 years—and what will you do now to strengthen your skills in this area?
"A very interesting lecture focusing on the most important thing we have, the customer! Joakim Thörn unequivocally highlighted the importance of moving from product focus to experience to get customers who stay longer, buy more and recommend us. An expression I stuck in particular for where "no one owns the customer, but everyone owns the customer experience."
”Joakim Thörn gave a speech and concept that one can really work with. I stuck to the conversation that the customer experience is mainly determined by the best, the worst and the last experience.”
”Joakim is energy rich and reproduces stories and research on the importance of customer experiences in a very inspiring way. I highly recommend Joakim as a lecturer and inspirator to your event or management team, this is the future”