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ROI by Design: How to Create Meaningful Value from CX
April 27, 2017

CX ROI doesn't happen by accident. Brennan Wilkie, a veteran of CX measurement and customer listening, shares essential elements in building and proving value in CX initiatives. 

Wilkie, InMoment's SVP of Customer Experience Strategy, discusses: 

· Mapping your value landscape 
· Linking initiatives to larger business objectives 
· Defining success 
· Results-oriented listening 
· Gaining support for action 

Wilike.pngSpeaker: Brennan Wilkie, SVP, Customer Experience Strategy, InMoment
Mr. Wilkie’s leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation through VoC innovation. He has consulted with hundreds of brands, including C-level executives at Fortune 500 companies, to ensure the successful design and implementation of solutions that increase customer loyalty, build brand advocacy, and drive financial performance.
 
Wilkie brings more than 15 years of experience deep inside the VoC industry. Throughout his career, he has made significant contributions to new sales and business development, in addition to program and product evolution. Notably, he spearheaded InMoment’s business expansion into Europe by establishing a permanent office and thriving client base in the United Kingdom. Prior to InMoment, Wilkie worked as a customer experience practitioner inside one of Canada’s largest operators of chain restaurants.
 

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