Dan Gingiss

We all know that support staff are at the forefront of driving great customer experiences. But the one thing that customer-centric companies understand well is that great CX is not the job of customer-facing teams alone—everyone has an equal role to play. This session will explore how all teams in your organization are in the “customer experience business,” and how driving such a culture forward is key to organizational success.

Your customers don’t care about your organizational chart or which department handles what. They look at your company as a single entity and expect that everyone—from the front-line customer service agent to the legal department to the custodial staff—is focused on making their experience remarkable.

Dan’s audiences:

• Learn how different teams such as marketing, finance, and legal shape the customer experience.
• Discover real-life examples of the impact of non-customer facing teams on the end customer.
• Realize how a company-wide commitment to CX improves customer loyalty.

AI is revolutionizing businesses everywhere, but how can it be leveraged to further enhance the customer experience? In this captivating keynote, customer experience expert (and former VP of Customer Success and Marketing at AI leader Persado) Dan Gingiss explores the transformative power of AI to go way beyond chatbots.

From hyper-personalization and predictive analytics to advanced virtual reality and next-generation customer service, discover how leading companies are using AI to delight customers and stay ahead of the competition. Dan’s engaging demonstrations, real-time audience interactions, and compelling stories, including a memorable opening and finale (hint: check out the promo video!), will leave you inspired and equipped to harness AI’s full potential to elevate your customer experience strategy

Key Takeaways:

• Unlocking Hyper-Personalization: Learn how AI can anticipate customer needs to create seamless, personalized experiences.
• Harnessing Predictive Analytics: Discover how AI can analyze customer behavior to optimize your operations.
• Exploring Cutting-Edge AI Applications: Witness how AI-driven experiences can redefine customer interactions both today and in the future.

Looking to take your team’s customer experience game to the next level? In this dynamic and interactive session, participants put the WISER framework – Witty, Immersive, Shareable, Extraordinary, and Responsive – into action. Your team will roll up their sleeves and start brainstorming simple, practical, and inexpensive customer experience ideas for your organization that can be implemented right away. This isn’t just a workshop – it’s an idea-generating engine that taps into the creativity of everyone in the room. By the end, you’ll have a long list of inspired, customer-focused improvements created by your own people. Empowering, energizing, and packed with creativity, this workshop ensures that everyone leaves feeling like an Experience Maker, ready to bring these new ideas to life and share them across the organization.

Ready to unlock the power of your customers’ voices? Imagine transforming raw customer feedback into a goldmine of insights that propel your business forward. The Voice of the Customer Amplifier workshop does just that – and more. In this high-impact session, you’ll:

• Dive deep into real customer interactions across all channels
• Uncover hidden pain points and opportunities for excellence
• Perform root cause analysis to prevent future service interactions
• Engage your leadership team in collaborative problem-solving
• Develop actionable strategies to elevate your customer experience

Companies have seen dramatically reduced call volumes, lower operational costs, higher satisfaction scores, and a customer experience that customers want to tell others about. There’s nothing quite like the literal voice of your customer; it’s eye-opening and will revolutionize your business! Quarterly sessions recommended.