According to Forrester Research, customer experience remained stagnant in 2019 and in some cases declined. At the core of the issue lies a lack of understanding around customer desires and the foresight needed to drive customer-led business decisions.
The biggest trends in 2020 focus primarily on customer experience management and transformation as companies see the need to create tailored customer experiences that align with constantly changing customer preferences.
Join Armida Ascano, Chief Insights Officer from Trend Hunter, as she shares how basic human desires, such as the need to belong or build memories, are creating opportunities for CX innovation. In addition, Karen Eisen, Senior Vice President of Customer Success at Vision Critical, will share how major brands such as Red Bull and Canadian Tire have tapped into customer preference data to co-create products, de-risk investments, and embrace customer-driven UX/CX optimization with Vision Critical.
Attendees of this webinar will walk away with an understanding of what is motivating consumer behaviour in 2020 and what organizations can do to exceed expectations. This is a must watch for anyone in a customer focused role including user experience, insights, marketing, and product.