Interview – What makes a good CX strategy?

“Studies show that 82% of people have stopped doing business with a company due to bad customer experience”

says Confirmit’s VP of CX Consulting, Shelly Chandler.

Join EM360° as we sit down with Confirmit’s VP of CX Consulting, Shelly Chandler and hear what really makes an effective Customer Experience strategy that drives change.

“It’s popular to talk about CX being the key strategy”

Shelly Chandler, VP of CX Consulting

Shelly will focus on some of the key elements of a successful CX strategy, including;

      • Vision
      • Programme Design
      • Company-wide engagement
      • Driving action
      • Delivering Value

    “WE WANT TO ENSURE OUR CLIENTS CX STRATEGIES ARE GOING TO BE SUCCESSFUL AND WE’RE SET UP TO HELP THEM APPROPRIATELY”

    Shelly has 25 years+ experience as a customer experience strategist and marketing leader with an absolute drive to grow the customer experience discipline and community. Her greatest skills are the ability to create a vision and build/develop programs around it and making connections with others to help achieve common goals and higher standards. She enjoy’s co-creating strategy and improving processes that will enhance customer experience, and working with leaders and team members to improve their engagement.

    Shelly’s specialities include; Customer experience, strategy development, loyalty and customer engagement, research and voice of the customer, process improvement, coaching and mentoring, financial services and has a Proven senior leadership in account development and management.