The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between what organizations think about customer experience and what customers actually experience. For example, only 5% of customers felt experience had improved while 29% of organizations thought it had. The webinar recommends organizations understand customer emotions better, establish customer-focused measures, define the experience they aim to deliver, and build a business case to secure senior leadership buy-in for improving customer experience. The presenters concluded that failing to respond to changes in customer experience would be a recipe for organizational failure.
1. Bridging the Experience Gap Beyond Philosophy Webinar Steven Walden, Senior Head of Research and Consulting Colin Shaw, Founder and CEO Zhecho Dobrev, Consultant