The Customer Experience Is Everyone's Business with Kim Ellis Director, Customer Connect at BMC Software Visit www.advocamp.com for everything you need to know about Advocamp - the biggest customer experience, engagement and advocacy event of the year.

2. —
The Customer Experience is Everyone's
Business
Kim Ellis
Director, Customer Connect
BMC Software

3. What is the Customer Experience?
The entirety of the interactions a customer has with a company and its products

4. Who Owns Customer Experience
The Pendulum
Taking it is not my job too far
“I need to talk with a customer to get their
input on our strategy. Who is responsible
for customer experience?”
Chief Customer Officer
VP, Customer Experience
Taking It is everyone’s
responsibly too far
“I want everyone in Marketing to
pick up the phone and call a
customer this week!” – Unnamed
CMO

5. Customer Experience Example
Example 1:
Example 2:

6. So, Who Owns Customer Experience?

7. How to Affect Customer Experience

8. Product Reviews
Average Rating
Increased by
25%

9. Peer Calls
Revenue
Impact over
$100M / year

10. Recognition
Get the whole
Company
Behind you!