WATCH NOW: Customer experience management and the cost-of-living crisis - what you need to know

The cost of living has been soaring, hitting all customers hard, and vulnerable customers particularly so. So how can brands maintain customer loyalty when price rises may be inevitable? How can they ensure empathy is at the heart of the customer experience? And how can they prioritise the protection of vulnerable customers?

The new season of the CX Leader Sessions has kicked off with a live roundtable discussion exploring how customer experience programmes must respond to the cost-of-living crisis.

Chaired by MyCustomer managing editor Neil Davey, the panel included the CEO of the Institute of Customer Service Jo Causon and a former finalist of CX Leader of the Year and recipient of the 2022 Customer Insight award Manuela Pifani.

The Session covered areas including:

• How price rises are impacting customer loyalty.
• Strategies for brands to mitigate the impact of price rises on the customer.
• How brands can place trust and empathy at the heart of their customer experience.

Live attendees also pitched their questions to the panel.  

Watch a replay of the live show now.

The CX Leader Sessions

The live roundtable marks the beginning of season three of the CX Leader Sessions, MyCustomer's annual series of live and on-demand interviews and roundtables featuring some of the biggest names in customer experience management. 

Previous Sessions have included:

• A discussion with Fred Reichheld, the creator of the Net Promoter Score.
• An interview with consumer champion Helen Dewdney AKA The Complaining Cow.
• A deep-dive into the challenges of CX tech with Ipsos' Jamie Thorpe and the Godfather of CRM Paul Greenberg. 

Further Sessions in season three will include an interview with acclaimed CX author and speaker Matt Watkinson. More details will follow in due course.