This presentation provides a single equation that translates customer experience (CX) focused projects into tangible business metrics. Learn why traditional CX measures are inadequate, how to reframe your current projects into common measures of success, and learn tips to generating necessary support for your projects in the C-Suite.
Derek Martin is Executive Director of CRM, and Database Marketing at Walden, a Laureate university. He previously served as Director of CRM with MetLife and Director of Relationship Care(SM) for American Express World Services where he was responsible for leading customer engagement, sales, and retention for global consumer telephone centers in 24 countries.
Derek holds his M.B.A. from the University of Michigan and has black belts in six sigma and Tae Kwon Do. He serves on customer experience advisory board for Rutgers’ Center for Innovation Education and is a strategy adviser for ScareYourSoul.com.