Finding the Value in CX and EX: Making a Business Case for “Experience” Strategies Webinar

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Aired October 29, 2020 – Watch a Recording of the Webinar On-Demand.

We may intuitively “know” that the experiences of key stakeholders (customers, employees) play an important part in how a brand is perceived. But how can you measure that impact and use those measures to build a business case for including “experience” strategies in organizational goals and objectives?

How to Build a Case for Experience Strategies

Every interaction an organization has with its customers is an opportunity to WOW them, gaining raving fans through exceptional experiences. How an organization makes people feel – customers and employees – is a key differentiator for any business. Leaders who intentionally design an experience strategy actively develop a competitive advantage over others in their industry.

There are a number of internal impacts businesses should consider in their corporate planning as the organization commits to providing exceptional experiences. In this session, we will explore various business cases that can help build support for investing the time and resources to create a comprehensive customer and employee experience strategy.


Experience Strategy Webinar Takeaways

In this webinar, an experience expert presents quantitative and qualitative data to help address the importance of including experience strategies in your business’ organizational plans, goals and objectives.

  • Learn to identify external and internal business impacts related to the customer experience.
  • Understand the relationship between customer experience and employee experience.
  • Equip yourself with real-world examples of organizational changes designed to positively impact the customer experience.
  • Begin building your customer experience strategy with actionable insights.

Experience Strategy Experts

Meet the Experience Strategy Webinar Presenter

Jessica Drexler 

Senior Advisor, FarWell 
Connect with Jess

Jess is most passionate about helping companies understand the correlation between employee experience and customer experience, and driving the change needed to establish and promote a differentiated competitive advantage. Working from the belief that great brands are built from the inside-out on well-lived missions, visions and values, she brings a collaborative work style to build buy-in and engagement for the programs she develops, manages and implements.

With her experience in both business operations and leadership, Jess has a special awareness for decisions that support big picture business objectives. Her experience spans project and change management as well as marketing, communication, business development, journey mapping, organizational alignment and go-to-market strategies.


Mel Gillen 

Customer Experience Officer, FarWell 
Connect with Mel

Mel is a driven executive leader who empowers the FarWell team to work together in delivering an optimal customer experience. She leads the growth, development and strategy of best in class marketing, sales and client engagement practices for our fast-growing company. Her dedication to positive client experience ensures our partner companies get the right level of support to achieve their business objectives. 

Mel values trust, integrity and being a caring servant leader for others. Her leadership style is to first listen and then ask guiding questions to help her team and clients solve complex challenges. 

Mel is certified as a Professional Scrum Master, Prosci Certified Change Practitioner and Customer Experience Specialist (CXS). She earned her MBA in Management from Thomas College in Waterville, Maine and holds a Bachelor of Science degree in Finance from the University of Maine. 


Watch a Full Video of the Webinar

Complete the form below to watch a full video of the webinar and get access to downloadable materials to put learnings into practice in your organization.

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