How to deliver on the promise of Customer Experience – the journey to customer centricity
B2B buyers and B2C buyers are demanding the same personal, fast and relevant user experience at every touch point in their B2B buyer journey as in their personal lives.
Carlos will discuss the full arch of Customer Experience at every single customer touchpoint whether on or off-line, and the role of marketers in driving customer experience and change in their organisations:
- The importance of understanding your customer journey across all touchpoints and crafting the experience you want your customers to have – at every level of the organisation
- All customer facing functions need to know the mission and brand value of their organisation and then be equipped, enabled and empowered to deliver on that experience
- Strategies for measuring and improving customer experience
- How to demonstrate ROI from your CX program