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A Rebel's Guide to Customer Experience
The companies that really stand out in customer experience ignore most of the best practices, and this keynote shows what they do instead.
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Meet your customers' expectations, and preferably exceed them. Follow the best practices. Benchmark yourself against the leaders in your industry. The advice sounds sensible, and it quietly leads to one conclusion: to be customer centric, you have to be excellent at everything.
The companies that genuinely make a difference do not work that way. They pay little attention to the best practices in CX and they do not benchmark themselves against anyone. Their view is more rebellious, and it shows in three choices.
They are not trying to fit in with their industry, they are trying to stand out from it. They do not wait for the customer's verdict either, but own the story and decide for themselves what customers should expect from them. And where most organisations try to balance opposing customer needs and end up somewhere in the middle, these companies commit to one specific definition of customer experience, so that every customer feels in every interaction why they chose this company.
Horst Remes shows how these organisations operate, with cases from his own practice, and what it takes to make the same choices in yours. It asks a bit more courage than following the best practices, and it works considerably better.
Horst Remes combines the precision of an engineer with the delivery of a performer. He was recently named one of the global CX 50, the world's top voices in Customer Experience.
He works hands-on every day, redesigning processes that improve customer experience and efficiency at the same time. His keynotes are a direct extension of that work. The cases are real, the examples are recognisable, and the take-aways are usable on Monday morning.
He dismantles the myths around customer centricity with humour and with constant interaction with the room. Whether he speaks to an executive committee of seven or a hall of several hundred, the energy is the same. One client still cited his keynote a year later as the starting point for their change.
Horst has a strong aversion to fluff. He warns against what he calls "management bullshit": glossy phrases that sound good but mean nothing.
CX 50 top voice. Engineer's precision, performer's storytelling, zero management bullshit.
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