Facebook - Building a Customer-First Program in a Product Innovation Company

Experience 21 Session On-Demand

Facebook is among the handful of brands that can truly claim to be an industry disruptor. But how do you disrupt a disruptor? The key for an effective customer experience program is to create a strong foundation. Gathering early insights is critical to getting strong internal support and adoption.

Listen in to hear how the Facebook CX team developed, launched and continually improves their program, including:

• Gathering early data
• Hiring experienced CX talent
• Selecting a focus area
• Identifying the correct solution tools
• What to look for in analytics
• Setting up your program for scale

Featured Speakers:

Pegah Valeh, Head of Global CX, Facebook Reality Labs

Marvin Storey, Solution Principal, Medallia