Transforming CX: Moving from Cost Center to Profit Center

Session Abstract

Join Daniel Hayward, CCO of Degreed, as he focuses on strategies to evolve legacy Client Experience functions (Implementation, CS, Support) into areas for real business growth, including the definition and deployment of client-centric Paid and Professional Services. In this session, he'll discuss how customer organizations can influence and drive real value from upsell and cross-sell by optimizing value for clients, and share practical lessons learned from some successes and failures.