Analyst Webinar

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

Wednesday 25th April 2018 - 2pm BST / 3pm CET

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognise that providing exceptional customer experience is a key driver of increased revenue and brand loyalty.

A global survey of over 550 senior executives was conducted by MIT Technology Review, where respondents were asked to describe their customer experience strategies and operations holistically. The research found that nearly 90% of those identified as iconic firms were managing their customer experience from an omnichannel perspective. This percentage dropped to 66% among those respondents from poor performing firms. It’s no surprise that the firms with an omnichannel customer experience were also twice as likely as others to employ leading-edge technology solutions, such as next-generation self-service, loyalty program management and “voice of the customer” survey analytics.

These are just some insights you will get from the webinar – find out more about what these findings mean for your CX strategy against companies around the world.

Join us for this webinar and you will hear:

  • The strategies that differentiate an iconic firm from other businesses
  • Which breakthrough technologies will directly impact CX strategies
  • How strategies vary across regions based on maturity and customer expectations

Meet the Speakers

Ross O’Brien
Ross O’Brien

Senior contributing editor, MIT Technology Review Insights

Rik McCrossan
Rik McCrossan

Strategic Business Director, EMEA Digital Practice

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