VP Customer Value and Engagement
4:00 PM STRATEGY KEYNOTE: Delivering on Experience Strategy—How Dow Jones Transformed to CX-Centric and Data First
Steve Grycuk curated the CX transformation strategy that has fundamentally shifted Dow Jones’ organization around the customer. The strategy’s four legs include global customer service (including experience design), market research and customer intelligence, customer data, and customer value. Join Steve as he walks you through the development and execution of Dow Jones’ transformation including the key milestones to a customer-centric culture and a data-first model.