Mike Mills

In an increasingly competitive marketplace, placing the customer at the heart of every decision is essential for service organizations aiming to build loyalty and drive growth. This panel brings together industry leaders to explore how to map the customer journey, identify critical pain points, and develop strategies that consistently exceed customer expectations at every interaction. Attendees will gain insights into implementing a customer-centric mindset across teams and processes, ensuring every touchpoint delivers value and fosters lasting relationships.

Key Takeaways:

•  Learn how to map all customer touchpoints to uncover hidden friction and opportunities for improvement, enabling a seamless and personalized experience.
• Understand how training and autonomy enable employees to act decisively and empathetically, turning challenges into positive customer moments.
• Discover methods to systematically collect, analyze, and act on customer insights to drive continuous service enhancements.
• Shift focus from traditional operational KPIs to customer-centric measures that reflect satisfaction, effort, and loyalty.