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 But legacy organisational structures and outdated business practices foil efforts to create lasting customer loyalty.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:
Kerry Bodine, Author, Speaker, Coach, Kerry Bodine & Co.