Why CEOs Should Care about Customer Experience

Shannon Ballard, Vice President of Customer Innovation at Jan Kelley, shares her insights on the importance of creating a great customer experience, the difference between customer service and customer experience and how one organization used customer experience journey mapping. Shannon also shares new trends in customer feedback tools, the most current research around the importance of focusing on customer retention vs new customers and how focusing on retention can boost a company’s overall revenue by 30-75%.

Jan Kelley is a Canadian owned award-winning creative digital agency. With 20 years of experience in brand development and customer experience strategy, Shannon Ballard is an award winning marketer, with a proven track record for helping organizations position, develop and differentiate brands to inspire employees and drive growth.

Shannon is a sought-out speaker on the topic of internal culture as she was a key contributor to Jan Kelley’s internal transformation which led them to win the Waterstone Most Admired culture award in 2018.

Shannon draws from a unique background of professional sports, hospitality and commercial real estate and has worked with some of Canada’s biggest brands.