When it comes to striking a chord with consumers today, it is all about the experience. As poet Maya Angelou once said, people forget what you said or did but they never forget how you made them feel.
This could not be more true when it comes to standing out with the right customer experience. With the onset of globalisation and advancements in technology, customers are now expecting more and more experiences. Brands must now engage if not risk being left behind. However, doing so is easier said than done, with multiple platforms involved in creating an omni-channel experience.
According to a recent McKinsey report, caring about customer touch points is no longer enough - marketers now have to look at the customer journey. Meanwhile, according to NewVoiceMedia, not having the right experience could cost your company US$62 billion in losses a year.
Since the inception of Marketing‘s Customer Experience conference series in 2013, the growth of the field has been exponential. This is why the conference is returning, this time with a renewed focus on enabling deeper customer relationships which are more than transactional.
This year’s discussion focuses on the transition from the traditional school of thought to embracing innovation in CX.
Catch the live discussions which are happening right here.
Meanwhile, here is a quick snapshot of the conference.
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Check out what the speakers said here:
How to play to your competitors shortcomings