Stan Phelps

CX Visionary, Keynote Speaker and Author
Purple Goldfish (USA)


8:40 AM OPENING KEYNOTE: Little Things Can Make the Biggest Difference in Customer Experience

Today's leaders need to think differently about their most important stakeholders. They need to focus on the value of customer experience as a competitive differentiator and the importance of employee engagement in building a strong corporate culture. Stan Phelps will share key lessons from his series of six Goldfish books and over 3,000 case studies.

  • Signature ways to build value and reduce effort in customer experience
  • Key drivers of employee engagement to create happy enthused customers
  • Importance of understanding your "vital few and trivial many" in business
  • Leveraging technology, data and analytics to create deeper customer relationships
  • Understand how purpose can motivate loyalty and sales
  • Creating meaningful differentiation by amplifying weirdness and embracing weakness