irections emea 2023 lyon
1-3 November 2023

Directions EMEA 2023

Directions EMEA is the "Go To" place where Dynamics partners share the future. It's the preferred global community for collaborating and learning from Microsoft, MVPs, ISVs, VARs and their peers. The focus is on helping the SMB market unlock its full potential in technical, business development and strategy with ERP, CRM, and Cloud solutions, including the Microsoft Power Platform, Microsoft Dynamics 365 Business Central, and Azure.


Earning growth through remarkable Customer Experience: How to track it and engage your people

11:15 - 12:00 Rhone 2 Back to event schedule

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The importance of delivering great customer experience as a precondition for growth has never been more evident! Happy customers tend to return for repeat business, refer new customers, and are less price sensitive. Moreover, what your existing customers think and say about you to the market heavily impacts your business’ stability and even your ability to attract new customers: • Customers tend to avoid purchasing products or contracting vendors rated below 4 (out of 5) by existing customers (KPMG) • 96 percent of customers will leave without warning due to poor customer service (Forbes). • Companies optimizing the customer experience typically achieve revenue growth of 5–10% in just two to three years (McKinsey & Co). But where should you begin to address this area? How can you develop an understanding of the current experience you deliver to your customers? And how do you translate this knowledge into actual improvements that inspires loyalty and referrals from your customers? Join my session to gain valuable insights from the market along with actionable tips. During this 45-minutes session, I will share my practices for: • Implementing an effective customer listening and satisfaction measurement model (including the effective use of NPS program), • engaging executives, employees and even your customers to ensure continuous improvement, • and the key ingredients to ensure a modern customer experience that differentiates your business from others. Looking forward!


Sandra Matulevičiūtė-Bagdonavičienė

Partner Experience Manager at Companial, co-founder of Towards Customer association, Certified Customer Experience Professional

My purpose is to help companies to grow business through focusing on customer experience, customer loyalty, and employee engagement. I work with leadership teams to support them in building customer listening programs to better understand top priorities (where experience gaps exist and new potential is untapped) and to help establish practices across organizations to deliver an exceptional customer experience. With 14 years of experience in the Microsoft Dynamics market, I currently work in the role of Partner Experience Lead at Companial. I’m also a passionate ambassador of the CX management profession. I actively speak, write, and consult on this domain. As part of this journey, I co-founded the Customer Experience Managers Association (Towards Customer) in Lithuania where we build CX peers' community, exchange best practices, and seek to contribute to the further development of the CX management profession.