From strategy to execution: Leaders’ guide to a winning CX initiative

Presented by

Matt Watkinson, CEO & Co-Founder | Methodical

About this talk

In recent years, optimising CX has become a major focus for businesses. Still, most of these initiatives fail to materialise into improvements that customers notice, and in turn are not translating into tangible business results that can demonstrate a clear return on investment. Business leaders prioritise metrics like the Net Promoter Score and invest in flashy digital tools, without first understanding what their customers value most. In this session, internationally renowned author and CX and strategy consultant Matt Watkinson provides a roadmap for delivering experiences that live up to the promise and generate real value for both customers and the business. Join the session to discover how to: - Create exceptional customer experiences that deliver tangible business results. - Leverage data and analytics to get a clear understanding of customer expectations and needs. - Foster a culture of innovation, continuously testing and iterating experiences to drive better outcomes. - And more.. About the Speaker Matt is an internationally renowned author, speaker and consultant on customer experience and strategy. He won the CMI's Management Book of the Year for his first book, ‘The Ten Principles Behind Great Customer Experiences,’ considered by many to be the definitive book on the subject. He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI. Matt is the CEO of Methodical, a CX and design studio based in California. He is also a Senior Visiting Fellow at Cass Business School, London and a venture partner at the VC fund Tiller Partners. His third book, Mastering Uncertainty was released in March this year to critical acclaim.
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