Trust: The New CX Battleground


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Trust is not just an emotion, it is the new competitive battleground. It’s hard-won, easily lost and utterly critical.

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To build trust, it's about action, not words, you need to deliver on the expectations you have set, time and time again. You need to respond to customers’ issues to give confidence that you will do the right thing by them.

If "trust" is your goal, how do we set ourselves up for success? With more trust. This time from those within your organization. If they don’t trust – customers certainly won’t.

Join Confirmit’s Brad Linville, Senior Director, Customer Experience Consulting and guest speaker, Faith Adams, Senior Analyst, Forrester as they help you understand how to:

  • Build trust by providing smart ways to share insights that will engage and empower your colleagues
  • Monitor the impact of actions, building incredible relationships with clients and colleagues
  • Ensure teams trust that they will be supported in their decision-making – even if things don’t go according to plan
  • Trust that the actions taken will have an impact on the right business outcomes

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value.

Our Presenters:

Brad

Brad Linville, Sr. Director, CX Consulting, Confirmit

Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. He is an expert in delivering best-in-class consultative services to businesses interested in increasing customer attraction/retention, accelerating growth, identifying key process improvements, and demonstrating added value to customers.

Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences. He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

 

 

Faith

Faith Adams, Senior Analyst, Forrester Research, Inc.

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture. Prior to joining the research team, Faith spent nine years working in customer and patient experience. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.

Previously, Faith also worked as a lead customer experience analyst at Highmark (an independent licensee of BCBS) and in practice operations for a multidisciplinary medical group, where her primary focus was on patient experience. Faith holds a bachelor’s degree in political science from the University of Pittsburgh.

 


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