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Agenda & Speakers

Building a Better B2B & B2G Customer Experiences with Advanced Analytics

Agility is among the most valuable traits a company can possess in designing and operating a loyalty program, yet many organizations are falling behind in this respect, especially in the B2B & B2G sectors. Through the leveraging of best practices, brands can tailor CX to the individual consumer, creating meaningful experiences that are able to effectively engage customers and create a unique sense of loyalty.

Join Michael Marchand from Dell EMC’s Chief Customer Office as he walks attendees through best practices and processes to better understand the customer in an effort to make a significant impact on overall CX and customer satisfaction.


Key Takeaways:


- How to streamline customer service in order to eliminate repeat escalations

- The value of cross-functional teams in creating and maintaining holistic customer experience

- The importance of customer experience to building a genuine trust with customers


Michael Marchand, Executive in Strategy, Innovation, Corporate Development and Operations, Dell EMC

 Michael loves to build innovative solutions that solve hard problems, create new business models and get them to scale.  He develops and delivers profitable Go-to-Market efforts and products to serve consumers, companies and governments.  He has demonstrated agility during his career in learning new topics, leading change across functions to achieve a specific results and working with different professions. 
Michael is a Global Director at Dell EMC where he recently joined the new Chief Customer Office to lead strategy, planning and design for our Commercial Segment.  His focus is to use both data analytics and customer listening to design effective programs to increase customer loyalty and drive experience value for customers and partners.
Prior to this role, Michael focused initially on Dell’s expansion in Software, Services and Analytics around Healthcare, Small & Medium Business and Consumers. He has worked on the Dell-EMC integration, evaluated software acquisitions in the HCLS, and built potential acquisitions in ERP SaaS space to leverage Boomi.  In addition, he designed a new function around Sales, Business Development and Marketing to better support Dell’s efforts in Healthcare, Education and Government.  The function focuses on helping these segments to transition to more Value Based approaches using technology.  Finally, he has built a team of strategists and data scientists to use statistical analysis to prioritize & enable Dell’s sales organization and enhance offerings.


Agenda Overview

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