America Back to Work: Jen Sanning, Forrester
Building a Customer-Obsessed Culture with Jen Sanning
In this episode of America Back to Work, host Arnette Heintze is joined by Jen Sanning, vice president and chief marketing officer at Forrester. With a career spanning more than 30 years in marketing and customer experience, Jen shares her profound insights on creating customer-centric cultures and the indelible link between employee engagement and superior customer service. She has a wealth of knowledge on aligning business operations with customer expectations to drive growth and loyalty.
The discussion covers the definition of customer experience, the importance of connecting employee well-being with customer satisfaction, and the emerging trends shaping customer service’s future.
What You’ll Learn
- The Forrester definition of customer experience and its critical importance to business success.
- Focusing on customer experience can improve business outcomes, including increased customer loyalty and retention.
- The connection between a healthy, engaged workforce and the quality of customer service delivered.
- Strategies for fostering a culture that places the customer at the center of leadership, operations, and strategy.
- The impact of economic volatility on customer loyalty and how businesses can navigate these challenges.
- Insights into the role of technology, including AI and data analytics, in enhancing customer service experiences.
Key Takeaways
- Customer experience as a discipline
- Employee engagement
- The future of customer service
- Practical advice
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About America Back to Work
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S2Verify is one of the leading, privately held, pre-employment background screening companies in the United States.
Arnette Heintze is Co-Founder and Chief Strategy Officer at S2Verify. Before establishing S2Verify, Arnette spent more than three decades working at the highest levels of federal, state, and local law enforcement.
He served more than 20 years in the United States Secret Service as a special agent and senior executive where he planned, designed, and implemented security strategies to protect U.S. Presidents, world leaders, events of national significance, and our nation’s most sensitive assets, including financial infrastructure.
After retiring from the Secret Service, Arnette focused on building growth and performance of innovative start-ups and SMBs. In 2004, he established Hillard Heintze, a globally recognized strategic security risk management and investigations firm. In 2009, along with Bill Whitford and Jim Zimbardi, Arnette established S2Verify with an approach and methodology that delivers fast, accurate, compliant, and affordable background screening insights crucial to better managing insider risks, threats, and vulnerabilities.
