Click here to access the slides
CX’s Coming of Age
Andreea Coca (Kantar)
This year marked the 21st anniversary of Pine and Gilmore’s Experience Economy, with customer experience management reaching age of majority across the globe. However, CX Maturity level-wise, most global brands and companies still linger in their infancy or, at most, tumultuous teenage years. The presentation will explore top 3 challenges and solutions to overcoming them –having the right customer-centric culture, framework and program in place –drawing from customer-obsessed lead research and consultancy practices as well as CX leaders across industries.
