Customer experience is forecast to surpass price and product as the key brand differentiator by the year 2020. But new research reveals that the gap between the quality of CX that customers say they receive and the quality of CX companies believe they are delivering has never been wider.
Clearly organisations need greater understanding and insight into the preference and experiences of today’s customers to gain a competitive advantage.
With this in mind, MyCustomer hosted a new webinar featuring leading CX author and guru Ian Golding and InMoment’s Claire Fastier and Lisa Davis, they examine the customer experience perception gap and other key findings from their new Australian CX Trends Report and discuss the implications for regional organisations.
In this webinar we discuss:
- Lurking versus listening: The obsession with digital data and online forums is keeping brands in a passive and reactive mode, limiting understanding of customers' most important conversations
- Dismissing the human factor: Brands still don't understand the critical role of employees in improving satisfaction, and more importantly, creating memorable experiences to build lasting loyalty
- Why companies think they are delivering a better experience than they are: and how they can improve their CX in 2019