Based on her first book, the phrase “less is more” may be true about many things, but it’s not true when it comes to customer experience. Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before.
The customer of the future is already here. Customers today don’t only expect personalized, zero friction, seamless customer experiences, they demand it. There is only one thing that matters when it comes to winning with customer experience; making the customer’s life easier and better. Your customer is comparing the experience she has with Netflix, Amazon, Spotify, and Apple with her experience with your business. These technology-first companies don’t only personalize the customer experience, they anticipate customer needs, and alter the experience in real time. A business that focuses on experience must have a customer experience focus across the business. While shifting from a product-focus to a customer-focus is not easy, investing in long-term customer relationships empowers businesses to drive sustained growth.
In this session, you will:
• Hear about Blake’s DO MORE customer experience framework
• Learn how companies are preparing for the customer of the future with digital transformation
• Be inspired by customer experience stories from across the world
• Gain insights and innovation strategies to empower you to better compete on customer experience
Based on her new book, learn how to adopt 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective to keep up with the demands of the customer of the future.
Amazon has led the change in customers’ expectations on how, when, and where they shop and make their purchasing decisions, while innovators like Netflix, Apple, Sephora, and Spotify have altered what we expect from the products we purchase. Technology has largely fueled these disruptions, and many traditional brick-and-mortar companies have gone bankrupt as the tried-and-true business models they built themselves around disappeared. Customers in the future will insist on experiences that make their lives significantly easier and better. The companies that will win their business will adapt, not by just proclaiming that customer experience is a priority, but by embedding a customer focus into every aspect of their business. They’ll understand how emerging technologies like artificial intelligence, automation, and analytics are changing the game and implement a strategy to integrate them into their products and processes.
Customer experience futurist Blake Morgan explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services and how companies that don’t meet these new expectations won’t last.
In this keynote you will:
• Learn the 10 defining strategies for a customer-experience-focused company
• Implement new techniques to shift the entire company from being product-focused to being customer-focused
• Gain insights through case studies and examples of how the world’s most innovative companies are offering new and compelling customer experiences
• Create a leadership development and culture plan for your organization to create lasting change
The customer of the future is already here. Customers today don’t only expect personalized, zero friction, seamless customer experiences, they demand it. There is only one thing that matters when it comes to winning with customer experience; making the customer’s life easier and better. Digital transformation is a necessary process that will enable your company to win tomorrow’s business. In this session, you will gain greater clarity around what digital transformation means for your business, as well as examples of companies that have gone through successful digital transformations that resulted in exciting business gains.
You will also:
• Learn what digital transformation actually is
• See more examples of companies that have gone through a digital transformation and are thriving today
• Hear the latest research and trends on digital transformation, and gain tactical insights you can use at your company following the presentation