Session Details



October 18, 2023

Start Time

11:15 AM

End Time

12:15 PM

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Understanding the Customer Experience & Digital Transformation
Understanding the Customer Experience & Digital Transformation

The session centers around understanding the impact and importance of customer experience and digital transformation in the construction industry. Customer experience is different than customer service. Customer experience belongs to the entire organization and represents how a customer feels when doing business with your company and cuts across the entire customer journey. It remains a key loyalty point especially in economic downturns.

Digital transformation plays an integral part in the growth and development of the organization. Digital transformation is not just technology but it’s also  understanding digital impacts on businesses affecting the customer and how data and technology may help.

This session will examine and explain how utilizing both of these thought provoking tools will affect the future of business, including your current business and current growth plan.  Ultimately, affecting how the next generation of customers (and employees) see your company.

Learning Objectives:

  • Understand how customer experience and digital transformation impactions your organization
  • Learn how to integrate customer experience and digital transformation planning into your corporate culture
  • Understand Customer Journey Mapping
  • What role each person plays in implementing customer experience and digital transformation plans
  • Best practices and key steps in customer experience and digital transformation success

This session is FREE to attend and located in the Best Practices Learning Center inside the Expo Hall. Availability is on a first-come, first-serve basis, and space is limited.

John Provencal

Manager, Bluescope Coated Products

John Provencal is currently head of Technology, Digital Transformation, and Customer Experience for NS BlueScope Coated Products North America, as well as subject matter expert for customer experience during ERP implementation. In this role John’s focus has been connecting digital transformation with driving customer experience. He has over 30 years’ experience in marketing, customer experience and more recently, transformation management. John has been with BlueScope for almost nine years. Prior to joining CPNA, John worked in several industries such as consulting services, engineering, construction, and national defense. John has been classically trained in digital transformation, customer experience, digital marketing, and digital strategy through various executive management programs, from UC Berkeley, UC Stanford, UC Irvine as well as Cornell University. John is a frequent content contributor to digital and customer experience blog topics as well as providing in house training in customer experience and digital transformation.

Earn Continuing Education Credits:
Approved for 1.0 AIA Learning Unit