The Road to CX Excellence: Navigating Customer-Centric Innovation

In the increasingly competitive, digital world of business, customer centricity is no longer a nice-to-have. With access to growing amounts of customer data and real-time insights about market trends, businesses are more able than ever to understand behavior, anticipate need and personalize their interactions with clients across all touchpoints. Nonetheless, many organizations lack the data literacy, technical know-how and cultural mindsets required to facilitate customer centric innovation. In this session, join Trish Wethman, Chief Customer Officer of Best Egg as she explores the strategies her organization deployed to grow and evolve during the pandemic and beyond, and the careful balance of advocating for the customer and driving business outcomes. Topics for discussion include: - Understand the value of customer centric innovation. - Identify insights and tech that will empower a shift towards customer-first operations. - Navigate the inherent challenges involved in deploying customer-centric innovation. - Unlock future-proof growth and longevity by empowering teams across the organization to embrace more agile, insight-driven ways of working - And more... About the speaker Trish is a CX and innovation expert with 15 years of experience driving customer focus across various industries, such as insurance, pharmaceutical distribution and financial services. As Chief Customer Officer at Best Egg, she leads a team of research and VOC experts working on Consumer Insights and Innovation capabilities for the fintech. Trish believes in building a solid connection between the people in the organization and the customers they serve. She is committed to ensuring that Best Egg's culture and strategy are powered by empathy and consumer centricity.