Jenny Cheng argues that great customer experience goes beyond just the product. She notes that change is accelerating and the product is no longer the center of focus. To succeed, companies must commit to the customer, prioritize the overall customer experience across marketing, customer success, support, and sales. They must iterate by building success and connecting through emotional storytelling. A unified customer experience is required that commits to the customer, prioritizes everything around their experience, and iterates until achieving success.

1. AMP TALKS: TRACK 1
GREAT CUSTOMER
EXPERIENCE GOES BEYOND
THE PRODUCT
JENNY CHENG
Chief Product Officer | InsideView
#ADVOCAMP

2. Great Customer Experience Goes
Beyond the Product
Jenny Cheng
March 25, 2015
@thejennycheng

3. Change is Accelerating

4. Product is no longer at the center

5. Adapt: Commit to your customer

6. Prioritize: customer experience
Marketing
Customer Success & Support
Product
Sales

7. Iterate: Build Success

8. How We Will Execute
Connect: Storytelling with Emotion

9. Required: An Unified Customer Experience
Commit to your customer
Prioritize everything around the customer
experience
Iterate until success
Connect with stories (emotion)

10. “People will forget what you said,
people will forget what you did but
people will never forget how you
made them feel”
- Maya Angelou

11. AMP TALKS: TRACK 1
GREAT CUSTOMER
EXPERIENCE GOES BEYOND
THE PRODUCT
JENNY CHENG
Chief Product Officer | InsideView
#ADVOCAMP