Steven Walden

Steven Walden

Title: Director of Customer Experience

Company: Strativity Group

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This is the way CX is done now -
We can do better

Overview

  1. Customer experience – what it means and doesn’t mean
  2. The need for agility
  3. Core propositions of the new way:
  • New CX Metrics beyond NPS 
  • Customer value management
  • Co-creation approach to customer experience
  • From CX to CRX – customer experience for a digital world
  • Getting the culture right

About the speaker

Steven joined Strativity Group in 2018 and manages the UK and EMEA operations based in London.

He has been engaged in customer experience since 2005, starting off as Head of Research and Consulting for just over 8 years at boutique consultancy Beyond Philosophy before moving to Ericsson and then ttec Digital (ex-TeleTech) as Director of Customer Experience.

Steven has specialised in advanced insights and co-creation and directed high profile implementations e.g., Ericsson Experience Management Center within Managed Services which engaged with co-creation and customer experience strategy design for KPN, MTN, DTAC Thailand, Bahamas Telecom; Service Operations Centre implementations for Yoigo and voice of customer/ social media assessment and roll-out / churn analytics for Bharti Airtel and SALT (Orange Switzerland).

He has project directed over 80 customer experience transformations across industry sectors including award winning (UK CX Awards) and Forrester cited best practice customer experience programs (Maersk and Avios). A specialism of his has been in designing ways to measure emotion (Emotional Signature being cited by Forrester, and running the first NPS study that applied complexity science (vector) approaches).

His experience includes designing the Overbury employee experience, re-designing the Avios experience, strategy CX design for AMEX, journey mapping and management programmes for Stena Line, Memorial Hermann, Merck, Etisalat, Tarmac, Capital One, Virgin Media and British Gypsum.

His training experience includes designing on-line CX training modules, training Ericsson global sales in NPS and CX and working with a diverse range of clients to train-in CX methodologies e.g., Standard Bank, RBS, Standard Chartered.

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Steven will be speaking at:

CEW BIRMINGHAM   LUNCHTIME DISCUSSIONS

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