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Making Promises, Keeping Promises: Bridging The Gap Between Marketing & Customer Experience

Today’s empowered consumers increasingly expect brands to deliver a top-notch customer experience. Brands, in turn, make implicit and explicit promises to court new customers through a variety of marketing communications. But legacy organisational structures and outdated business practices foil efforts to create lasting customer loyalty. Marketers and customer experience leaders need a new way to align brand promises with the people, processes, and technology behind every customer interaction.

In this keynote, we’ll address the following questions:

  • What are the business benefits of delivering a great customer experience?
  • How can journey maps start to realign your organisation around the customer?
  • How must you reshape your corporate ecosystem in order to keep the promises you make to customers every day?

Kerry BodineAuthor, Speaker, Coach, Kerry Bodine & Co.

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