Geoff Ables, C5 Insight Managing Partner, has been selected as a featured speaker at CRM Evolution 2018 and Smart Customer Service 2018. The conferences are co-located at the Renaissance Washington DC Hotel from April 9 to April 11, 2018. Ables will be presenting two sessions at the conferences.
On April 9 Ables will be presenting “Creating a Customer-Centric Company.” He will discuss how the techniques and digital workplace tools have advanced in recent years and have made the passionate pursuit of a better customer experience a reality. In this session attendees will learn an easy-to-remember, five-step framework for people-centric success in the digital age; the connection between employee engagement and innovative customer experiences; how data, processes, people, and culture have to align; and how to balance the often-conflicting organizational disciplines that result in the best customer experiences. Real-world examples of companies leading the transformation toward customer-centricity will be provided.
Ables will also be presenting “Creating a Customer Journey Map” on April 11. In this session he will uncover one of the top reasons that customer care processes fail and how companies can better understand their customers, enabling them to design a process that delights their customers at every step. Attendees will learn how to understand customer personas and create journey maps to drive more effective customer service processes.
Ables is the author of “The LUCK Principle: Business Results at the Intersection of People & Profit.” In the book he teaches how to harness the power of people, process, and technology to transform a business into a workplace that balances a people-first culture with bottom-line results. The book is available in both paperback and Kindle versions on Amazon at https://www.Amazon.com/dp/B01N0QW5H4.
Geoff Ables, C5 Insight Managing Partner, is a best selling author, speaker and entrepreneur. He has over 20 years of consulting experience on topics including the future of work, digital disruption, customer relationship management, social collaboration and big data. Widely regarded as a thought leader on customer and employee engagement, his insights have been seen and heard in dozens of global venues. He founded C5 Insight in 2002, and has consulted with hundreds of companies in a broad range of industries. The firm has twice been named to the Inc. 5000 list of fastest growing companies.
For more information about Geoff Ables and C5 Insight, visit