Bob Azman | May 8 | Business Leaders Breakfast Forum – POSTPONED
Date
May 8, 2020
Time
7:30 am to 9:00 am
Location
Lurie LLP, 2501 Wayzata Blvd.
Event Description
Are you a manager or exectuvies seeking an understanding of the variety of CX measurements and metrics and how to determine realistic ROI’s for CX investment?
Join us as Bob Azman shares insights to developing meaningful metrics to determine ROI and understand the customer experience. A practical approach that can serve both B2B, B2C or B2B2C business environments. Thinking beyond what “everyone else is doing” – with a focus on measurements for your business and the ROI including LTV (life time value) of the customer.
This session will cover key metrics used to determine ROI (i.e. LTV). It will also cover the type of VOC measurements that can be utilized in any business environment be it B2B; B2C or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose and how to decide on what metrics to use and how to build a business case for CX.
- CX Measurements – Complicated but worth it!
- Determining the best measurements to use for your business – not what everyone else says to use.
- Building a case for investments in CX people, processes and technology.
- The ROI for CX Investments including LTV.
- Creating dashboards to drive and track results across all functions of the business.
Outcomes/Takeaways:
- Understand the business value of CX
- Build a case for investing in CX initiatives
- Learn about the various measurements used to monitor CX results
- Develop dashboards that cut across all functions of an organization.
Event Sponsors
Register Today
Please R.S.V.P. no later than Wednesday, May 6, 2020.
Due to the popularity of this series, reservations will be limited to the first 80 people who sign up, so please be sure to register.
Bob Azman
About the speaker
Bob Azman is Founder and CXO of Innovative CX Solutions, LLC. Innovative CX Solutions, LLC is a Customer Experience Consulting specializing in CX Design and Execution, Sales and Service Experience Design and Talent Development. He is currently the Chairman of the Board of the Customer Experience Professional Association (CXPA.org).
He is the former Vice President, Traveler Experience, Americas and Global responsible for all customer operations in Canada, the United States and Latin America as well as global sites located in Poland, Manila, Bogota and Costa Rica. In this role, Bob transformed the customer experience for clients and travelers of Carlson Wagonlit Travel. Prior to joining CWT, Bob was Chief Experience Officer, at Avtex Consulting Solutions, LLC. In that role, he consulted with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience and service operations. The last 25 years in business are in service operations leadership roles that have prepared him well for his role at CWT. As a thought leader, practitioner and business partner in customer experience design and execution, he provides a unique perspective on creating companies that are easy to do business with.
Bob also brings a wealth of diverse, general operations and business background as an executive at large corporations such as Thomson Reuters, Ceridian and Deluxe Corporation. He has managed global customer service and technical support organizations as well as software implementation and training and development functions in the US, the Philippines, India, South America, Australia, Japan and Europe.
Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. He is an Adjunct Professor in the University of Minnesota Carlson School Of Management’s Supply Chain and Operations Management department teaching Global and Service Operations Strategy and Management at the undergraduate and MBA levels. Bob also teaches at the Rutgers University School of Business in the Customer Experience Management and Supply Chain Operations Executive Education programs. He is also a guest lecturer in the MBA program at the University of St. Thomas Opus School Of Business. He is a frequent speaker about developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real life experiences.