Nerea Caballero

Head of Customer Service Southern Europe ODEON Cinemas Group

Agenda Day 1

4:55 PM Panel Discussion: Proving the Business Impact of CX, Service and Loyalty

Tight budget and competing priorities are putting pressure on CX leaders to show how investments in experience, service and loyalty contribute to commercial performance. Demonstrating its impact on retention, revenue, lifetime value and cost efficiency is critical to proving value to leadership and long-term customer-centric investment.

• Where is the clearest link between CX, service and loyalty performance and outcomes such as revenue, retention and cost efficiency?

• How can customer outcomes be translated into the commercial languages needed to win over senior leaders, finance teams and boards?

• Does the traditional CX business case remain strong enough when competing against other strategic priorities for investment?

Check out the incredible speaker line-up to see who will be joining Nerea.

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