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Wednesday, November 14 • 3:00pm - 3:30pm
Delivering an Unstoppable Client Experience

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It's no secret that creating a great client experience can drive greater profits and client loyalty, but why do so many who try fail? It’s typically not about a lack of commitment, but rather understanding the importance of listening to your clients, addressing their pain points, understanding the resources needed and adopting a disciplined process that everyone on your team can follow. Doug and Tony will cover the focus areas needed to build a differentiated client experience, including; how to activate the highest return opportunities; putting your client’s voice at the center; preparing your teams for execution; measuring client satisfaction and putting the right processes in place to maintain momentum.

  • Learn how to identify client pain points in their current experience and how to address them
  • Learn the key differences between delivering customer service and creating a great client experience
  • Learn how to engage employees in the changes you’ll need to make to deliver a better client experience

avatar for Tony Drummond

Tony Drummond

VP Client Experience, Cox Automotive
Tony Drummond is a customer-obsessed storyteller and inspirational leader who knows how to win by placing the customer at the heart of everything you do.  Serving as Vice President Client Experience at Cox Automotive since 2014, Tony previously served as Associate Partner in IBM's... Read More →

Wednesday November 14, 2018 3:00pm - 3:30pm MST