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Customer Experience and the COVID Crisis with Don Peppers
Customer Experience and the COVID Crisis
The COVID Crisis has had dramatic and disastrous consequences for economic activity, imposing radical changes in how businesses go to market – how they promote and sell their products, and how they serve their customers.
But it is not all bad news if a company is prepared for the speed of change this crisis represents.
In this webinar, Don Peppers will discuss:
– Why a good “customer experience” is even more central to long-term business success
– How to benefit from the dramatic rise in online, interactive activity; and
– Why trust is even more vital than it ever has been, amid the COVID crisis.
Recognised as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author and co-founder, along with Martha Rogers Ph.D., of Peppers & Rogers Group.
His latest endeavour is the formation of CX Speakers, a new company delivering workshops, keynote presentations and thought leadership consulting that is focused on customer experience topics. Don Peppers’ work routinely examines the business issues that today’s global enterprises are grappling with while trying to maintain a competitive edge in their marketplace.
In 2016, he released his 11th book, Customer Experience: What, How and Why Now, a collection of bite-sized essays offering insights and “how to” recommendations on building and maintaining a customer-centric business. It uses real-world examples to cover not just the central issue of customer experience, but also corporate culture, strategy, technology, and data analytics.
With Dr. Martha Rogers, Peppers has produced a legacy of international best-sellers that collectively sold well over a million copies in 18 languages. Their first book, The One to One Future (Doubleday, 1993), was called by Inc. Magazine’s editor-in-chief “one of the two or three most important business books ever written,” while Business Week said it was the “bible of the customer strategy revolution.”
As a testament to this, Don Peppers and Martha Rogers were inducted into the Direct Marketing Association Hall of Fame in 2013.
Peppers’ and Rogers’ ninth book together is Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits (Penguin, 2016). And in 2017, Wiley Publishers will release the third edition of their graduate school textbook, Managing Customer Experience and Relationships: A Strategic Perspective, originally published in 2003.
With over 325,000 followers for his regular postings of original content on LinkedIn, Don has been listed numerous times on LinkedIn as one of the Top 10 Marketing Influencers. In 2015, Satmetrix listed Don and Martha Rogers #1 on their list of the Top 25 most influential customer experience leaders. The Times of London included Don on its list of the “Top 50 Business Brains,” and Accenture’s Institute for Strategic Change listed Don as one of the 50 “most important living business thinkers” in the world.
Prior to founding CX Speakers and Peppers & Rogers Group, Don served as the CEO of a top-20 direct marketing agency (Perkins/Butler Direct Marketing, a division of Chiat/Day), and his 1995 book, Life’s a Pitch: Then You Buy (1995), chronicles his exploits as a celebrated business rainmaker in the advertising industry. Before his career on Madison Avenue he worked as an economist in the oil industry and as the director of accounting for a regional airline. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy and a Master’s in Public Affairs from Princeton University’s Woodrow Wilson School. He is a competitive runner and happily married father of five.
Host, Justin Tippett is one of the leading voices in the Australian Contact Centre and Customer Experience industry and in 2019 he was named as one of the Top 25 CX Influencers in the World.
His business, CX Central provides resources, services and advocacy for the Australian CX and Contact Centre Industry including an Industry Events Calendar, Industry Business Directory, training courses and consulting services. He’s a previous winner of the Australian Outsourcer of the Year and the Global Industry Champion award.
Justin is also the host of the CX Central Podcast and is a regular commentator and blogger on customer service, customer experience, contact centres.
Don Peppers is proudly brought to you by:
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