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Wednesday, February 15 • 10:15am - 11:30am
Achieving Customer Experience Success by Humanizing Your Approach

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Everyone knows that great customer experiences are critical for success with today’s empowered consumers. But, beyond the hype, what are the essential ingredients to achieving that success? In this session, Scott Liewehr dives deeper to uncover the how of delivering consistent experiences across many customer journeys at scale. From establishing and tracking an organization’s CX Maturity, to prioritizing CX initiatives against a value framework and a Hierarchy of Needs, attendees will leave this session with the knowledge and insight necessary to inform their teams’ CX planning and decision-making processes with confidence.


avatar for Raman Sapra

Raman Sapra

Senior Vice President, NTT DATA Services
Raman Sapra is the senior vice president and global leader of Digital Business Services by NTT DATA Services, formerly Dell Services.Raman’s Digital Business Services team takes a business-first approach to digital, enabling organizations to create new business models, drive... Read More →

avatar for Scott Liewehr

Scott Liewehr

CEO, Digital Clarity Group
Scott Liewehr is an analyst, consultant, speaker, strategist and author on topics related to digital transformation and customer experience, among others. He is the CEO of Digital Clarity Group (DCG), an award-winning analyst and advisory firm that helps organizations navigate... Read More →

Wednesday February 15, 2017 10:15am - 11:30am IST
Grand Ballroom I