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In theory CX makes common sense. It should be easy. But, actually driving a company-wide culture change to incorporate your customers into your business strategy is work that takes patience, courage, and grit.
Pressure for results - whether Quarterly revenue targets, long sales cycles, shifting employees, or competition - can leave even the most vocal CX champions falling back into familiar patterns that drown out the best of intentions. There is a customer experience framework you can use to create momentum, scale your efforts and shift your culture while improving performance ensuring that CX isn’t an either/or proposition. By defining the problem, creating connection, and empowering your teams, you create the momentum and the scale for sustainable change and tangible results.
Today, I'm responsible for leading Microsoft UK's customer and partner experience (CX) and satisfaction efforts in order to drive a customer obsessed culture across thousands of employees and tens of thousands of UK customers and partners, as we embrace our mission at Microsoft to empower every person and every organisation on the planet to achieve more.
I work each day to drive engagement and influence across the organisation (sales, marketing, engineering, services and many more) to help ensure Microsoft is the first and best choice for business of every shape and size to find success with digital transformation. Get in touch if I can help you along your journey.
Dan will be speaking at:CEW B2B LONDON