Lenati Selected as Featured Speaker on Customer Engagement and Measurement
Lenati presenting to hundreds of CX Practitioners across industries on best practices for omni-channel customer engagement program design and measurement.
Seattle, WA—Lenati, a leading marketing strategy firm, was selected to present at this year’s Insight Exchange hosted by the Customer Experience Professionals Association in Phoenix on May 16 and 17. This is the second consecutive year that Lenati has been selected to present at Insight Exchange.
Lenati will be presenting multiple workshops on customer engagement program design and measurement. Martin Mehalchin, Partner and Customer Experience Practice Lead, says, “We work with leading brands across industries—and we are seeing the real need for a purposeful customer engagement strategy to drive revenue and retention.”
Alongside Mehalchin, Lenati Manager and CX Strategist—Marisol Trowbridge—will co-present on omni-channel customer engagement design, leveraging best practices from their recent book, The Ultimate Guide to Customer Engagement. Trowbridge says, “In today’s marketing climate, a well-thought-out customer engagement strategy is essential. This session will help marketers look beyond stand-alone, one-time brand experiences to create the kind of ongoing, deep engagement that customers will want to seek out and maintain on their own.”
Additionally, Senior Manager—Antje Helfrich—will be co-facilitating a workshop on measuring customer health, “Today’s brands understand that profitability starts and stops with their customers,” says Helfrich, “Maximizing profitability inherently means maximizing the size and health of their customer base.”
The workshop will focus on a CX measurement framework that helps brands connect their CX data points and map them to strategic outcomes, including:
- Metrics that indicate overall customer health
- Behavioral and relational data at individual touchpoints and across the customer journey
- Organization capabilities to enable measurement, analysis, reporting, and optimization of the customer experience
Learn more about these sessions at CXPA Insight Exchange>
Lenati is a marketing strategy firm committed to helping the world’s leading brands build customer loyalty and generate business growth. As a highly-specialized firm, Lenati’s primary expertise is focused on B2C and B2B loyalty and customer experience. Lenati has partnered with clients such as Nike, Starbucks, Adobe, Expedia, Hilton, Philips, Nordstrom, Microsoft, T-Mobile, and more. Find out more at lenati.com