Culture Architect and Customer Experience Expert
Co-Creator of Zappos Insights
Day Two: Wednesday, March 13th, 2019
Wednesday, March 13th, 2019
5:50 PM KEYNOTE: The Game Changing Experience: Building a Culture of Customer Service that Crushes It!
Disruption is changing every market, at internet speed. And it all feels like chaos, until patterns emerge. Those who know the patterns can do more than predict the future. They can create it. Robert Richman was culture strategist for Zappos.com. He has spoken for Google, Toyota, Eli Lilly, and many other game changing organizations, including the National Security Agency. Robert will share with us how the speaking industry could be disrupted, and how we can get ahead of that curve. Zappos is the company most people think of when they hear the phrase "Culture eats strategy for breakfast." Culture is all the buzz, and there is one thing that drives it... "It all comes down to one factor. It doesn't matter the industry. Whether it's about staying at a hotel, buying a product online, or using a mobile app, experience trumps everything," Robert says. "Experience ultimately beats content and cost. It even beats time. People will stay on a waitlist for months for a better experience, as Tesla showed us."Robert will share how we can create great experiences for our customers and people alike. And rather than just talking about experiences, he will co-create an experience for us to take your company to the next level.