For decades, we have all agreed that providing good customer experience is crucial. However, it’s also been evident just how difficult it is to deliver. Providing an acceptable experience often seems beyond us; providing a distinctive, recognisable, consistent experience which give customers positive reasons to choose our brand and remain loyal to it seems pretty much impossible. Is it time to recalibrate our expectations and objectives in this area? Or is the priority to find new and better ways to get us to where we want to be? A senior-level gathering will debate and grapple with these questions over a breakfast round table.
Trenton Moss, CEO, Webcredible
As customer journey's evolve and become more complex and fragmented, Trenton will explain to FS forum members the process, rigour and quality research needed to design a seamless omnichannel customer experience across multiple devises.
