Harvesting Great Insights

This event proved to be incredibly valuable as it provided us with great insights that we can leverage from now on.  

The day started out with John McCahan (VP of Customer Care for FTD) who was the grand opener, he shed light on how each member of the C-Suite may make decisions when it comes to customer experience.  

Three takeaways sum up many important topics along the presentation: 

1. Use relatable customer insight to drive improvements in CX and effectiveness to servicing. 
   
2. Build cross-functional teams that are aligned and will evangelize on customer centricity. 
3. Implement strategy and execute actions to get C-Suite buy-in. 

Throughout the keynote address, numerous insights were shared, but a few particularly inspiring ones resonated with us: 

• Take the risk – fail small, fail fast: you need to embrace calculated risks – embrace small failures and learn from them. 

• Focus on the objective and understand sequence and priority. 

• Move forward, “burn the boats” if necessary: Keep pushing forward and be willing to make bold moves if necessary. 

Listening to John’s words, one cannot help but feel empowered by the notion that anything is achievable through hard work and attention to detail. However, it is crucial to recognize that effective communication within your team can either make or break your success. 

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