Joseph Hirsch of Globalview Advisors attended the Executive Next Practices Forum (ENP) on 2018 CX (Customer Experience) Strategies: Thought Leaders Share Next Practices in Customer Intimacy, Support and Success, held at the UCI Center for Applied Innovation on Wednesday, February 28, 2018. The Forum provided a venue where middle and large cap enterprise leaders could come together to share their CX (Customer Experience) strategies and discuss what obstacles, challenges and/or blindspots CEOs, CMOs, Top HR, Communications, CX Leaders, Sales Directors, and Marketing and Customer Experience leaders will likely run into when trying to improve CX.
Featured speakers included Steve Bilt, Chief Executive Officer at Smile Brands Inc. and OneSmiile, LLC; Renee Beckloff, Vice President, Global Customer Success at Cylance Inc.; Jenny Dinnen, President of Sales and Marketing at MacKenzie Corporation; Miles Rogers, Chief Strategy Officer at Wheels Up; Ricky Miller, CEO at Carbonadi; Joe Eisner, Global Segment Leader at Amazon Web Services, Inc.; and Zack Bates, CEO and Creative Director at Private Club Marketing, Inc.
The key topics discussed included: How to leverage technology to create emotionally engaging experiences and increase customer loyalty; the accelerating evolution of Customer Service to be Self Service with the help of artificial intelligence; how customer support agents become more focused on Customer Success; and the discipline and empathy needed as the keys for successful customer transformation.
The Executive Next Practices Institute is an established organization and network (with over 300 forums since 2008) comprised of FORTUNE 5000 C Level and key executive leaders (CEO, COO, CFO, CMO, CIO, HR) who meet to review “first look” innovations and emerging trends in business and leadership strategies. Their unique and highly collaborative roundtable sessions are held with a strict “non-solicitation” policy to encourage leaders to interact, engage and think collaboratively, and to ensure maximum relationship-building. The group follows a “next practices” development method which discards the status quo in favor of a more effective and relevant approach to today’s business problems and tomorrow’s solutions.