Next Generation Customer Experience 2015 (past event)

March 23 - 25, 2015

Omni Hotels & Resorts, San Diego, CA

Contact Us: 1.888.482.6012

Jim Haudan, Chairman and Chief Executive Officer at Root Inc.

Jim Haudan


Chairman and Chief Executive Officer
Root Inc.

Check out the incredible speaker line-up to see who will be joining Jim.

Download The Latest Agenda

Day 1: Customer Experience Strategy & Design

Thursday, November 3rd, 2016


2:50 PM Workshop G: Shifting From Insights To Results By Identifying And Leveraging CX Bright Spots

We’ve all experienced the roller coaster of inconsistency regarding customer experience within our organizations. One day: a rabid fan is singing our praises. The next day? Someone else is tweeting about what a nightmare we are to deal with. However, if we dig a little deeper, we find pockets where the customer experience is consistently being delivered in an exceptional way. What’s their secret? And more importantly, how do we take that secret and scale it so that our entire organization looks more like our best performers?

In this session, leading author Chip Heath, along with bright spots experts from Root Inc., will outline how to take those drivers of exceptional customer experiences and convert them into the habits, practices and behaviors of the managers who are charged with overseeing and creating that experience and ultimately change the way the entire enterprise operates.

Attendees will walk away with an understanding of how to operationalize a different customer experience by gaining:
• Knowledge on the power of bright spots in creating meaningful change
• Lessons learned from managers who are creating extraordinary customer experiences
• Information on how to scale these bright spots across the enterprise