FROM CEO Leads Master Class on Building Customer-Centric Teams at CMSWire Connect
FROM Founder and CEO, Howard Tiersky, led a comprehensive Master Class on creating customer-focused teams at the CMSWire Connect conference on May 10 in Austin, Texas.
The Master Class, “Designing Customer-Centric Teams: Voice of Customer,” was part of a three-day premier event for customer experience professionals that brought together industry leaders from renowned organizations, including JPMorgan Chase, Microsoft, TikTok, PepsiCo, The Kraft Heinz Company, and Intuit.
In his interactive workshop, Tiersky underscored a key factor in customer centricity: understanding the story of a customer’s experience.
“People may struggle to articulate their needs and desires clearly, so businesses will get more value if they focus on gaining insight into their customers’ thoughts, feelings, and actions as they are experiencing a product. These thoughts and emotions ultimately drive customer behavior, which, in turn, impacts business outcomes”, Tiersky said.
To put these lessons into action, attendees took part in exercises where they analyzed a real-life case study, participated in a simulated customer research session, and engaged in rich discussions with their peers.
The CX strategies that Tiersky shared were gleaned from more than 20 years of experience helping leaders at some of the world’s largest brands grow revenue by delivering superior digital experiences to customers. He lays out these methodologies in his Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance.
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