25 Truths about Customer Experience: Insights from the 2017 Customer Experience Conference

The Conference Board, Inc., 12 pages, July 26, 2017
Conference Keynotes
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The best way to provide a great customer experience is to stay on top of evolving customer needs and view disruption as a new way to please customers.

Document Highlights

Providing a great customer experience is no longer optional. In this era of hyperconnected consumers, companies will be left behind if they don’t give customers exactly what they want when they want it. This applies to both B2C and B2B companies because people make the buying decision in either instance. Taking advantage of mobile technology, social media, and machine learning will help organizations reach target audiences and consistently improve service. Companies should also embrace agility and Design Thinking so they can change at the same pace as their customers, competitors, and disruption.

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