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About
Driving change takes time and requires lots of preparation. We launched a customer satisfaction program but you may want to evaluate concepts or manage test markets or start doing those things differently. We’ll share how we answered these critical questions along our path to change so you can see examples to help you start your own journey.
Key takeaways
1. How to plan for and drive change at your organization – four key questions to answer.
2. Example answers which enabled senior executive buy-in.
3. A case of launching a customer satisfaction program at an organization that didn’t previously do customer research.
Featured Presenters
Principal, Customer Experience Insights, Mutual of America
B.A. in anthropology and psychology, MBA in finance and international business. Technology industry: Pioneer North America (consumer electronics); NPD (syndicated secondary research); Sony (consumer electronics); Samsung (consumer electronics); Jupiter Media Metrix (syndicated primary and secondary research); TNS (primary research for global B2B IT); Forrester Research (syndicated primary and secondary research). Financial services: MetLife (B2B and B2C insurance); Citibank (consumer banking and mortgage); Mutual of America (defined contribution retirement savings plans).
