Why is Customer Experience (CX) important? There is a great deal of research that demonstrates why it is critical to any business. Take the research from Salesforce that suggests that 75 percent of people now expect a consistent experience wherever they engage with brands - be it through social media, mobile, or even in person. Immediate responses are also critical with 64 percent of consumers expecting companies to interact with them without delay.
Walker, a business consultancy that measures overall customer experiences in large organizations, also suggest that the rapid rate of digital innovation has had a profound effect on customer expectations and by 2020, customers expect companies to automatically personalize experiences, as well as proactively address their current and future needs – not just predict them. And, that is sure to increase given that Generation Z expects companies to deliver “all about me” experiences.
T3 Expo knows that the customer experience is critical to our industry and our business and we are excited to share that we have recently hired a vice president of customer experience to make CX a focus and a priority for our business. Jennifer MacIver Edwards has joined our growing team and we took the time to sit and get to know Jennifer!
Tell us a bit about you?
For 20 years I have been focused on driving programs aimed at improving the customer experience. I am passionate about delivering business results in the form of a great customer experience. CX is an excellent strategy to help achieve scalable, compelling customer driven cultures’ that result in revenue and profitable business results; and that actually are enjoyable for your customers who engage with you and the employees who deliver those experiences. Before joining T3 Expo, I was leading customer programs for some of the following companies: Commvault, Dell/EMC and Jive Software, Thunderhead and BT Design.
Why did you join T3 Expo?
When you are provided with the opportunity to join a growing company, with a great culture and vision for disrupting and transforming how an industry works, you have to say yes! I also had to chuckle to myself that T3 Expo was in my backyard. I grew up in Carver, Mass. and live in Plymouth, Mass. by way of New York City. For a majority of my career, I have been a road warrior and my commute entailed getting on a plane every week, especially the last few years. So, its both ironic and fitting that I get to find a better balance and join a company that is growing quickly and thinking differently about how to get things done close to home. I am thrilled to be part of the team and look forward to meeting our customers, our partners, and of course, collaborating with the T3 team and having fun!
What will your role be at T3?
In my role, I will be collaborating and partnering across the business as we evolve our “customer experience” by listening to our customers, empowering our employees, developing thoughtful process and leveraging technology. One of my primary goals in the short term, is to support the development of customer listening paths throughout our customers’ experience. As we listen and learn more from our customers, we will continue our work of elevating our customer experience and enhancing our employee experience so, our employees can provide the best experience to our clients. I like to say that CX is the ultimate team sport. It is the collaboration and clear understanding of how each function contributes to deliver the experience --- that is the key. Our whole team has a role in keeping our customers happy - and as a former client - I know we do a great job at it.
What are your interests outside of work?
In my free time, I am Mom to Ian (6) and Maddie (9) and wife of Rob. We spend a lot of time with our friends and family outside of work. Rob and I also work on the board of “To the Moon and Back,” a non-profit organization, focused on providing advocacy, education and support for children who have been born opioid exposed and their caregivers and surrounding communities. We will hold our first gala event in November. I am also running my fourth marathon, this time in Chicago for Team One Step. I am raising money to send children who have cancer to camp so they can enjoy camp like other kids. I love a good glass of wine; and I have been known to binge read and watch Game of Thrones. Oh, and, I am also a PBS geek.
For more information about T3 Expo’s customer experience programs or to reach Jennifer, feel free to connect with her at firstname.lastname@example.org or on Linkedin at https://www.linkedin.com/in/jennifermaciveredwards