Jeofrey Bean

Author & CX Expert Del Mar Research CX Training

Jeofrey Bean guides companies in improving marketing and customer experience decisions, increasing customer advocacy and profitability at Del Mar Research. He is an noted customer experience (CX) and marketing expert, consultant and workshop leader, and an acclaimed author of three business leadership books:

  • Next Generation Customer Experience – How companies like ServiceNow, Netflix and Intuit are creating next-generation customer experiences now, with Vineetha Raveendran (2024).
  • Customer Experience Rules! 52 Ways to create a great customer experience (2015).
  • The Customer Experience Revolution – How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever, with Sean Van Tyne (2012).

Jeofrey is known for practical and innovative results, based on hundreds of projects and unique client engagements, that have improved or transformed marketing and interactions customers, patients, and guests have with organizations on the internet and off.

He is internationally recognized for his work and as former Adjunct Professor of Advanced Marketing and Customer Experience Leadership at the University of California San Diego Division of Extended Studies, teaching students and experience business professionals in domestic and international programs (2013-2024).

As an engaging and informative speaker, Jeofrey delivers thought leadership, insights, and commentary with a dash of humor. Venues include the International Leadership Association, JD Power Annual Service Awards Conference, LPL Financial Focus Conference, Scripps Health, Stanford University, Bloomberg Radio, National Public Radio, WNYC, and many podcasts including CX Punk Chat and Fireside Chats.

Day One, 16th September

12:30 PM VRT: Bridging the gap between analysts and executives: How do you tell stories that drive action?

Great insights don’t speak for themselves, they need a voice to communicate them. Often, that voice has to translate complexity into clarity to non-technical teams and executives. Yet insights and CX teams can still struggle to bridge the gap between the depth of their work and the strategic focus of key stakeholders.

In this interactive virtual roundtable, featuring VIP guest and CX expert, author and teacher, Jeofrey Bean, we’ll explore how to weave insight-led stories that resonate at leadership level and spark meaningful action. We’ll unpack the communication challenges between insight teams and the rest of the business, and explore tactics and tools for framing data in ways that influence decisions and drive customer-centricity.

This is a session built for open conversation so come ready to share experiences, ask questions, and workshop ideas with peers facing similar challenges.

Discussion themes include:

  • Finding the balance: How much detail is too much? How to tailor data storytelling for strategic audiences.
  • Making insight stick: Techniques to connect emotionally, highlight business impact, and drive action.
  • Culture, context and communication: Overcoming internal barriers to get insights heard, valued, and used.