What makes customers unhappy? When there is a mismatch between the “expectations set” and “experience delivered”. You often hear “I expected more from this brand” or “I expected better from your organisation”. How are these expectations set? Marketing messages, sales pitches, historical usage – all create a certain expectation. If consumption or service reality does not meet these expectations the customer experience falls flat. In today’s omnichannel world there is the added complication of a consistent CX across multiple channels.
Join the webinar to discuss:
3. Why CX cannot be a stand-alone function anymore, today?
5. Why is it critical to get an executive buy-in for your CX strategy?
6. What should Marketing, Sales and Service do to adapt?
Jessie Paul – CEO, Paul Writer – Moderator