Customer Experience Forum Customer Experience Forum

12 November, Sydney

Presented by: A.T. Kearney in partnership with Resonate Solutions, Red Ark, Teletech and RDG Insights


“Customer Centricity”. What does it mean? How many companies do we know around us that have taken the pledge to become customer centric, to delight customers and deliver world-class customer experience, and how many of them have truly moved the needle? How many such programs within your own organisations have truly delivered business value, within the required budget and timeframe?

In our observation, almost every global company is focusing on some form of customer-centric strategy. However, despite significant investments, results often remain below expectation if not completely elusive. Translating ideas into results remains a key challenge, driven by functional proliferation and uncoordinated engagement and feedback between design and delivery teams.

At A.T. Kearney, we believe that customer centricity is not about being everything to everyone all the time. Instead, it involves having a laser focus and delivering truly incredible experience when it really matters to the customer. We call such opportunities Pivotal Customer Events. And we have seen the approach deliver transformational outcomes to clients, from dramatic improvement in Net Promoter Score (NPS), to 40%+ reduction in customer churn and upwards of 30% reduction in delivery costs. In addition, it allow organisations to think expansively about customer needs and touch-points, unlocking greater opportunity for revenue growth.

In association with our open architecture partners Resonate Solutions, Red Ark, Teletech and RDG Insights, A.T. Kearney welcomes you to a vibrant informational afternoon, where you can learn more about this new approach to customer centricity and the tools we use to deliver results where they matter, in 12 weeks or less. Engage with CX practitioners from other global organisations and join us for drinks and canapés after the session.

The event will be held on Thursday 12 November from 5:30 p.m. to 7:30 p.m. at the A.T. Kearney Sydney offices.


Level 5, MCA Building
Circular Quay Heritage Entrance
The Rocks  NSW  2000
Tel: (02) 9259 1999


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