Last December, Bruce Kasanoff and I presented a thought-leadership webinar with Bob Thompson, CEO of CustomerThink.
It was the first time Bruce and I publicly and jointly articulated our long-held view that emerging, disruptive forces driven by technological innovation will increasingly impact customer experience and the touchpoints that drive it. But it won’t be the last.
When it comes to customer experience, we see that change is accelerating. Seven years ago, there was no Facebook to link friends and spread word-of-mouth like wildfire. Just over four years ago iPhones didn’t exist, and neither did the 350,000 Apps they have already spawned.
Unsurprisingly, customers are eager to embrace the innovations that “disruptive technologies” like these create, and successful customer experience strategies need to take this into account. Why? Because customer relationships and the ways that customers interact with companies are in the process of changing forever.
Sadly, many companies don’t have a clear picture of all the ways they touch their customers right now –let alone how to do so more effectively, or the avenues that will be available to them in the near future.
This webinar includes specific steps companies can take to better manage customer experience today, while also getting an eye-opening perspective on the forces likely to separate market leaders and losers tomorrow. Topics include:
- The six most disruptive forces at work, and how they create enormous opportunities – or dramatic threats – depending on whether or not companies are prepared;
- How these technologies allow companies – and their competitors – to provide experiences that have never before been possible;
- How executives can construct a business case for empowering customers to get what they want, when they want it;
- Why understanding social influence is more relevant (and more important) than social media;
- How executives can use this knowledge to adjust strategy appropriately to prepare for and harness, – these disruptive technologies.
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