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Track 1: Embedding and scaling CX

Accelerating time to value with customer engagement platform

Speakers: Joe Murray (Thoughtworks), Matt Rich (bp)


10:00 - 10:40 am CEST, September 22, 2022


Time to value (TTV) accelerates when we combine better customer adoption rate/engagement with faster time to market. Designing your business around a branded, designed customer experience focused on delivering customer value is the only way to optimize TTV. We've seen many companies hop on the CX band wagon yet many are disappointed with their results. IDC's recent research indicates that over 80% of companies believe they deliver a great CX, yet only 11% of customers agree. During this talk Matt and Joe unpack what it takes to execute your business as a customer engagement platform, organize the entire business with the customer at the center of the business, and share a real example tracing bp's story.