Moving Your CX Program Upstream

How to proactively prevent customer experience problems Every year, $4.7 trillion is lost to the economy due to bad customer experiences — but what if you could prevent them? Hear from Chris Preston, SVP Global Marketing Operations at Flight Centre Travel Group, on how he’s delivering a global, scalable customer insights program to systematically improve customer experiences and seize the next growth opportunity in travel. What you’ll learn from this session: - How to prevent customer escalations by thinking upstream - Practical tips on rallying internal CX momentum and implementing a global VoC program from a Senior VP at Flight Centre - The latest CX innovations from Qualtrics and the best ways to use them to proactively prevent customer problems