Customers judge your company on more than just the product you sell. They’re evaluating every interaction, from start to finish: Was the website easy to navigate? Were the employees friendly and helpful? Did their order come quickly (and in one piece)? They want convenience, consistency and connection.

All that adds up to a customer experience, or CX, as it’s known; and those two little letters have the power to make or break your company. The benefits of good customer experience are huge. Satisfied customers are more loyal and will pay a premium. But the drawbacks of bad CX are even greater: almost three-quarters of customers would switch to a competitor after just two bad experiences. So how do you create a genuinely great customer experience?

That question is at the center of everything that Daniel Herrmann works on. Daniel is the vice president of product strategy and customer insights at NCR. It’s his job to make NCR work better for its customers. And to him, CX is more than a strategy; it’s a mindset that infuses every aspect of your business. Together we’ll explore the building blocks of exceptional CX: how you measure, design and implement CX. Plus, why he thinks CX creates more efficient, innovative and aligned companies.

So, join us, as we pay our respects to CX and walk a mile in Daniel's shoes. Because the customer journey of a thousand miles begins with a single step.

Read the full show transcript.

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Meet the Host

Patrick Pacheco, Executive Vice President, President of Cadence Asset Management & Trust, has more than 25 years’ experience in wealth management, in addition to the designing and implementation of tax and related planning strategies.

Pacheco’s background includes years of legal practice and multiple degrees, including an LLM* Taxation from University of Houston, a JD from Southern Methodist University, and both an MBA and BS in Economics from University of Texas at Arlington.

He is also board certified in Estate Planning and Probate law by the Texas Board of Legal Specialization.

Meet the Speaker

Daniel Herrmann, VP of Product Strategy & Customer Insights

Daniel Herrmann is an experienced executive who helps B2B companies unlock organic growth by designing and implementing better sales, marketing, pricing, and innovation strategies. He has deep experience leading organizations to develop a customer-centric perspective and using analytics to identify opportunity areas in which they can drive transformational growth.

He is a leader in the Commercial Strategy & Operations organization at NCR, where he has helped the company develop a new product strategy framework and approach, redesigned its customer experience program, and launched a new insights center of excellence to drive a holistic culture change as part of a widescale company transformation. Prior to that, he spent time at Monitor Deloitte as a strategy consultant, and he has worked in strategy and analytics roles at Dell Technologies, Capital One Financial Corporation, and Nathan Associates. He also serves as an executive advisor for multiple start-up’s, which has given him deep appreciation for and experience solving the challenges faced by companies at all stages of their development.

He holds a BA in Economics from the University of Virginia, and an MBA from the Fuqua School of Business at Duke University.

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