VP Customer Value and Engagement
4:30 PM CASE STUDY: Delivering on Experience Strategy: How Dow Jones Transformed to CX-Centric and Data First
Against the backdrop of a 3-year CX transformation strategy, Nick Varney has been systematically reinventing the Dow Jones customer function. The transformation started with Experience Design and Transformation, then shifted focus to Customer Engagement, and finally landed on Customer Value.
Join Nick as he walks you through the development and execution of Dow Jones’ CX transformation including the key milestones to a customer-centric culture and a data-first model.