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HDI Expert Insights: The Transition from Customer Management to Experience Management

06 Oct 2022
2:00pm - 3:00pm EDT

As the transition from the service economy to the experience economy accelerates, many of the frameworks, processes, and metrics that helped organizations create and preserve business value need re-examination and, in many cases, replacement.

It’s no longer sufficient to base strategic decisions on snapshots that capture how well we are satisfying the needs of employees, partners, and customers in a single moment. In the experience economy, every part of the organization must be able to identify, measure and react to stakeholders’ constantly shifting expectations and perceptions of product and service value.

Join HDI Principal Analyst Tim McElgunn and a panel of industry experts and thought leaders, Rae Ann Bruno, President, Business Solutions Training; Erika Flora, PMP, PgMP, ITIL Expert, CSM President - IT Consulting/Training, Beyond20; Nate Brown, Senior Director of CX at Arise, Co-Founder of CX Accelerator; and Ben Brennan, Founder and CEO of QSTAC, as they explore how modern enterprises must design, execute, and evolve decision-making and business activities to deliver experiences that stakeholders want and expect each time they interact with your organization.


Webinar registration link: Expert Insights on the Transition from Customer Management to Experience Management | HDI Webinars (

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06 Oct 2022
2:00pm - 3:00pm EDT

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