Centralizing insights in a decentralized global enterprise: Winning with global CX measurement

Room 1 | 4:00 pm - 4:30 pm | Wednesday, February 28, 2024

Will customer loyalty metrics like Net Promoter Score ever disappear? Perhaps not, but your ability to align on a success metric and build global methodology standards could be advantageous for your organization’s future. Learn how Sysco, the global leader in wholesale foodservice distribution, brought together CX leaders from its global family of companies to align on a customer loyalty metric, share and learn best practices, and build a customer-centric culture in a $68B global enterprise.

This initiative went beyond mere alignment; it became a collaborative platform fostering a cross-pollination of innovative ideas. The critical components of this success story included the development of comprehensive standards for methodology and data collection. Sysco’s commitment to excellence also included a meticulous change management plan, ensuring that valuable customer experience insights were effectively socialized with local and international business leaders. This holistic approach not only solidified Sysco’s position at the forefront of customer-centricity but also served as a blueprint for other organizations aspiring to navigate the intricate realm of global customer experience management.

Key takeaways:

1. Strategic alignment for global impact: Attendees will gain insights into the importance of aligning on a universal customer loyalty metric, such as Net Promoter Score, to drive organizational success. The session will highlight how Sysco brought together CX leaders to align on a singular metric. Understanding the impact of such alignment can empower attendees to implement similar strategies, fostering a cohesive approach to global customer experience management.
2. Building robust methodology standards: The session will delve into the critical role of establishing standards for methodology and data collection in pursuing standardized customer experience measurement. Attendees will learn from Sysco’s experience in implementing these standards, gaining insights into the best practices that contribute to the accuracy and reliability of customer loyalty metrics.
3. Effective change management for cultural transformation: Attendees will discover the significance of a well-crafted change management plan in socializing customer insights with business leaders and fostering a customer-centric culture. This takeaway provides practical guidance on navigating organizational shifts, ensuring that insights gleaned from customer loyalty metrics are not only understood but also drive meaningful cultural transformations. Attendees will leave with actionable strategies to champion customer-centricity within their own organizations, inspired by Sysco’s approach to change management.

B2B Best Practices Presentation by End-Client