Dan Gingiss

Dan Gingiss is a customer experience speaker, business coach, and the author of The Experience Maker who believes that a remarkable customer experience is every organization’s best competitive advantage. He speaks on creating memorable customer experiences, social media customer care, and turning customers into brand advocates, drawing from 20 years of leadership at major brands including McDonald’s, Discover, and Humana. Dan’s practical strategies help organizations differentiate through experience rather than price or product.

Corporate Experience
Dan held senior leadership positions spanning customer experience, marketing, social media, and customer service at three Fortune 500 companies. That cross-functional background gives him a unique perspective on how every department contributes to the overall customer experience and how organizations can break down silos to deliver seamless, remarkable interactions at every touchpoint.

Author & Podcast Host
Dan is the author of The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share and the host of the Experience This! podcast, where he shares real-world examples of companies getting customer experience right. His frameworks have been adopted by organizations seeking to build experience-driven cultures. His keynotes deliver actionable strategies for customer experience excellence, building brand advocacy, and creating the kind of remarkable moments that drive loyalty and growth.

A Remarkable Customer Experience Is Your Biggest Competitive Advantage

Let’s face it: Competition is tougher than ever these days. Competing on price is a loser’s game — just ask the two gas stations across the street from each other. And competing on product is getting harder and harder as almost everything can be copied — just ask your favorite ride-share company.

So what’s left? How can we stand out in a crowded marketplace that is constantly evolving?

In this fun and engaging keynote, customer experience speaker and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied.

Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who spend more, are loyal longer, and recommend your company to others.

You’ll walk away from this keynote with the inspiration and the tools to go back to work and create a deeper connection with your customers. And Dan Gingiss doesn’t just talk about experience, he creates one for the audience, too!

Why Every Employee is in the Customer Experience Business

We all know that support staff are at the forefront of driving great customer experiences. But the one thing that customer-centric companies understand well is that great CX is not the job of customer-facing teams alone – everyone has an equal role to play.

This session will explore how all teams in your organization are in the “customer experience business,” and how driving such a culture forward is key to organizational success.

Your customers don’t care about your organizational chart or which department handles what. They look at your company as a single entity, and expect that everyone — from the front-line customer service agent to the legal department to the custodial staff — is focused on making their experience remarkable.

Why It Pays To BELONG: The Intersection of Diversity, Inclusion & Customer Experience

How well do you really know your customers? In almost every business across every industry, customers have become more diverse than ever before.

Whether you know it or not, your customer base is diverse in almost every way imaginable: gender, race, sexual orientation, religion, political affiliation, family structure, existence of disabilities, and more. And the spending power is staggering:

• The LGBTQ+ community has $3.2 trillion in purchasing power. That’s “trillion” with a “T”.
• African American, Asian American, Native American and Hispanic consumers have a combined $4.9 trillion in purchasing power.
• One in four people in the United States have some form of disability, and the global purchasing power
  of people with disabilities is $8 trillion.

So how can businesses authentically engage with different communities to gain their loyalty and hard-earned dollars? By giving them a place to BELONG.

In this eye-opening and myth-busting keynote presentation, customer experience experts Dan Gingiss and Shonnah Hughes teach audiences why belonging matters and how it equates to business growth. They make the case that diversity, equity and inclusion (DEI) is more than just good hiring practices; it’s about building products and services with your diverse customer base in mind and being inclusive in your marketing.