Sept. 23, 2020 - 9:00 - 10:30 AM PST
The new reality of Customer Experience is that organizations must now dismantle their departmental silos if they want to survive and thrive. Customers are demanding more and more from us all, and only organizations that consistently deliver experiences that delight customers, over any journey, or any channel all the time, will survive.
Customer Excellence means organizations can naturally drive better customer understanding. Whether you are a five-year start-up or a 200-year established player, the reality is the same. You are not just playing by a new rule book; the rulebook is torn up, and customers are now making the rules themselves. Technology is helping them establish and change their reality, continuously and forever.
Our goal will be to focus on how operational excellence ties directly to the customer's journey. We will explore this correlation through three areas: