Most organizations still treat Customer Experience as a measurement program.
Dashboards. NPS. Reports. Committees.
Meanwhile, executive teams are focused on revenue growth, cost control, and risk management.
The Experience Performance System™ (EPS) reframes CX from a feedback function into a business performance system.
In this session, Zack Hamilton introduces a practical, execution-first model that enables organizations to:
• Identify high-value customer friction across the journey
• Quantify its true revenue, cost, and lifetime value impact
• Prioritize friction based on strategic alignment
• Build internal business cases that secure executive action
• Embed experience improvement into cross-functional execution
Participants will leave with a structured approach to transforming customer feedback into measurable business outcomes — moving from sentiment tracking to performance management.
This session is ideal for leaders who want to elevate CX from reporting to results.
Mitschnitt-Länge: 40 Minuten
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