IDC Customer Experience & Customer Success - Benelux
Customer Experience (CX) is an intangible all-embracing concept that is difficult to cleanly define, manage and measure. Significant CX investments require a ‘leap of faith’ as ROI often only becomes fully evident in the medium to long term. Customer Success is a tangible CX application and use case that delivers more immediate and measurable business outcomes and is fast becoming a business necessity for manufacturing and services companies.
Product-oriented vendors need to 'servitize' their business models, moving from physical to digital, from one-off payments to ongoing subscription business models. But service models are more vulnerable to churn than traditional product sales models and require a higher degree of continuous customer satisfaction and ROI.
Customer Success is a pioneering and proven method of ensuring sustainable ongoing cashflow and revenue growth from clients, delivering customer loyalty and advocacy, and long-term customer value.
At this IDC event we will:
- Share insights from a new IDC research study into Customer Success in Europe.
- Reveal the latest technologies being used for best-in-class CX and Customer Success.
- Recommend a management action plan for CX and Customer Success that delivers sustainable customer satisfaction, operational efficiencies, and growth.
This event will help you understand what it takes to transform Customer Experience and Customer Success into a game-changing growth engine for your business.
The complete agenda, speakers and other event information can be found on the event's website.View Event Details
Videos & Presentations
Gerry Brown, IDC - Research results revealed: Why CX and Customer Success are key to brand differentiation
Lloyd Buxton, Genesys - Lean into Empathy, the shift from business-centric to people-centric has truly begun!
Raymond Hüner, Freshworks & Gerry Brown, IDC - Fireside Chat: What does effortless customer service look like today?
Rob Punselie, ContentKings - Creating digital customer success through the ‘Jobs-to-be-Done’ method
Susan Ysona, Talkdesk & Jan Horsager, IDC - Fireside Chat - How to turn AI into ROI and successful customer solutions
Charlotte Thygesen Poulsen
VP, Events and GMS - Nordic & Benelux
CX Research Director, IDC
Major Accounts, Genesys
General Manager, Benelux & Nordics, Freshworks
Principal Consultant, ContentKings
VP Marketing, EMEA, Talkdesk