The Best CX Starts with Employee Experience

Wednesday, November 06, 2019
1:45 - 2:00 PM Keynote Room

Overview

The brand fueling Silicon Valley every day — Philz Coffee — has raised millions of VC funds to expand nationally in the next two years. Much of its success is carefully extending what’s beloved about the in-cafe experience and translating that to the digital experience. Under VP Digital Francisca Hawkins, Philz has invested in building and launching a connected ecosystem of digital products that are driving loyalty and revenue. That includes everything from a mobile order-ahead app to a one of the first transactional Apple Watch apps. In the process, Hawkins has seen the value of elevating BtoB experiences to the level of BtoC experience: a key part of Philz’ digital strategy is the slice customers never see, the Barista experience. Hawkins will take the audience through the opportunity to build breakthrough experiences for employees that are as beautiful and functional as customer-facing ones.

Transformation & Leadership

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