Customer Experience Keynote Speaker topics update 2024 – 2025 Jeofrey Bean
Here is an update of customer experience speaker topics based on Jeofrey Bean’s new and third customer experience leadership book Next Generation Customer Experience How Companies Like ServiceNow, Netflix and Intuit are Creating Next-Generation CX Now.
Jeofrey Bean is known as an engaging, informative, and inspiring customer experience speaker. His practical and innovative thought leadership, CX insights and commentary are delivered with a dash of humor connecting with audiences in a compelling way at company events, special meetings, trade shows, universities, and conferences.
Keynote Speaker Customer Experience topics
The Customer Experience Effect – Being better, different and more valuable through customer experience
What is customer experience?
Customer Experience (CX) Defined by the Experience Makers
CX pioneer: One of the first to show the value of investing in customer experience
Extraordinary customer experiences increase measurable brand value
Customer experience leadership transcends a markets currency and what customers expect
Views of customer experience return on investment (ROI)
Finding your CX return on investment (ROI)
Learn from the leaders
The cross-functional CX transformation accelerator
Start-ups can build customer experience value at the outset and then evolve
Insights at the train station
Transforming to a customer experience focus along a continuum
Generation Z and their Customer Experience Revolution: Why it’s essential to understand how different Gen Z is from all previous generations
An introduction to Gen Z
Gen Z—The first generation born after the internet was already here
Customer experience attributes that matter most to Gen Z
One of Gen Zs biggest challenges
The Gen Z approach to shopping
Surprise! Gen Zs still love to shop offline
The most preferred place to shop offline and why
Gen Zs and customer advocacy
The bottom line
Customer Experience Intelligence ( CXI ) – Investing in a portfolio approach
What is customer experience intelligence?
Customer experience intelligence along the customer experience journey
The customer experience four: the baseline types of intelligence we should gather
The patient experience five
What ‘completed’ looks like
Mind the gap—Compare internal views and customer views of interactions
Refresh the customer experience life cycle
Where does customer experience intelligence come from?
Customers, users and influencers
A customer experience intelligence portfolio
The importance and effectiveness of thick data
Measure what matters to your customers—Dr. Gardner’s rule
Transitioning data, observations and words to insights
A small-scale, non-automated introduction example
Using Software for Large-Scale Integration of CXI
The importance of time to insights
Advanced CXI for next-generation customer experience
Transformation to real-time business intelligence
Next-Gen Economics is Behavioral Economics for Customer Experience – A more realistic predictor of what people are likely to do—an introduction
Where did the new economics come from?
Go beyond success to being significant
The new economics leads to new customer experiences and business advantages
Specific examples of next-generation economics relating to CX and user experience
Using next-generation economics to achieve customer experience leadership
Wanted: Prescriptive and predictive information
All-you-can-eat seats: A solution to a difficult sports business and CX challenge
Additional resources to continue your next-generation economics journey
Artificial Intelligence (AI) Makes Best Practices in Customer Experience Leadership More Important Than Ever. Foster CX leadership success with examples and experiences from the best
Applying 23 proven best practices each proven in attaining superior results and customer experience leadership
The top 5% of customer experience companies, small and large there is a culture that fosters leadership habits, priorities and practices
Artificial intelligence AI makes using CX best practices more important than ever
Start with one or select several of these best practices to improve and innovate customer interactions.
The “23”
What’s next for your customer experience best practices?
Developing Strategies and Tactics for Customer Interconnection – A customer-centered 10-step approach to creating positive interactions
CX leaders’ overarching customer experience strategies
Starting from your beginning
Meaningful advice and training
Learn from other industries
Develop strategies and tactics that cultivate customer – business interconnection
The customer-centered interconnection strategy and tactic development process –
Likelihood to advocate
Innovating Customer Experiences – Ask, Watch and Listen, then . . .
The transformation from idea to invention to innovation
Ask, Watch and Listen and the missing piece
The customer experience innovation continuum
Old-school or next-generation experience-maker innovation?
Cognitive diversity is critical in next-generation innovation
Aiming for employee advocacy
Examples of next-generation customer experience innovation leaders – look at some of the “why” and “how of their innovation and success
Being disruptive is not just a product or technology
Customer Experience-First Markets are increasing with Gen Z customers
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Customer Experience Keynote Speaker topics update 2024 – 2025 Jeofrey Bean
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