VoxCX - The Voice of Customer Experience

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Howard Fields

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Howard Fields

Hosted by:

Howard is a founder, consultant, Fortune 100 executive, educator, and digital technology enthusiast focused on the intersection of human behavior and technology. He has often served as a "designated disruptor," leading game-changing initiatives including, creating the first Business Resilience consultancy, architecting one of the earliest and long-lived "Work from Anywhere" (WFA) programs in the US, commercializing speech and pen recognition, and launching 16 global innovation centers. He now leads two ventures as Co-CEO of Cognitient Corp and as Managing Partner of Essential Expertise.

VoxCX - The Voice of Customer Experience

Moderated panel

Two years ago we asked, "If most organizations believe in customer-centricity, why are so many customers still so dissatisfied?" The quick answer could be that many organizations talk a good game but fail to meaningfully change their culture to focus fully on the needs of customers and other stakeholders, including employees.

Yet, upon closer inspection the answer is certainly more nuanced. This session provides a forum for consultants and organizations that create customer experiences, and their customers to share and make sense of outstanding and outrageous customer experiences they have seen. Participants will share why a particular experience was good or bad, how it could be improved, and how additional value can be created.

Ultimately, our goal is to help customers and organizations realize how greater interaction between Customer and Employee Experience leaders and their customers can lead to the co-creation of better experiences and improved financial results.