If you keep up with high-tech industry trends, then you are probably aware that “delivering a great customer experience” has become something of a catch phrase over the past 5 years or so – and for good reason.  According to the experts, customer experience is fast becoming a top factor in customer buying decisions.

  • By 2020, customer experience (CX) will overtake price and product as the key brand differentiator, according to Customers 2020 Report
  • 70%of buying decisions are based on how the customer feels they are being treated, according to McKinsey

If you work with Citrix customers, you probably see this playing out every day in your accounts.  End user experience and adoption is a top priority for most Citrix prospects and customers. Quality products are the lure, great services keep them around, and memorable experiences build loyalty.

The good news is, Citrix has a real, compelling advantage when it comes to putting customer experience first.

The challenge is, while other Citrix advantages like IT security and flexibility are relatively familiar to describe, the customer experience discussion is new.  It requires a different (exciting) kind of conversation with the customer.  It requires a different (innovative) approach to customer engagements.  It requires being “design-driven” – focused on human outcomes in addition to financial and technical ones.

If you’re still reading, it probably means that this strikes a chord with you.  You may also be asking yourself, “How do I become more design-driven”?  Great question.  If you’re coming to Citrix Summit Las Vegas you’ll have a chance to participate in some pretty cool activities to help you strengthen your customer engagement by leveraging customer experience!

Participate in a first-ever, interactive user experience workshop designed for salespeople and consultants. You’ll walk away with a basic framework for getting closer to the customer’s end-user and the skills for providing thought leadership that steers strategic conversations. These workshops are space-limited so be sure to look for “SUM120: Leading the end-user conversation” and add it to your personal agenda through the My Account tool.

Meet 1-on-1 with a Customer Experience consultant to fine-tune your customer experience talking points and develop an engagement plan that addresses your unique customer challenges.  Did you know Citrix is piloting a new offering to help customer IT teams better understand their end users and design better mobile workstyle strategies?  Skip the line at the booth by reserving a 15-30 minute appointment.

Get your hands on one of our coolest customer engagement assets we call Cartooning Your Customer’s Story.  Come to the Customer Experience Booth in Summit Park to tell us a customer’s story and see it come to life in drawings! A Customer Experience designer will capture your comments and turn them into a sketch that illustrates the Citrix experience from your customers’ point of view.  It’s a fun and powerful tool that can unlock some really engaging discussions with your customers.  Space is limited so reserve your 30-minute appointment today.

Feel free to post a comment here if you have any Customer Experience or Summit questions I can help answer.  Otherwise, I look forward to chatting with you at the Customer Experience Booth in Summit Park!

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