Pre-Conference Masterclasses | 17 September 2019
Main Conference 18-19 September 2019 - Radisson Blu Le Vendome, Cape Town
Customer centricity is on every company’s radar, and if it’s not, it should be! Why? Because connectivity has disrupted customer behaviour irrevocably.
The worlds most successful companies in recent years have been those that have placed customer-centricity at the heart of everything they do, from product design, to sales and support.
Our new survey of customer experience leaders highlights some clear trends, around the future of customer care.
Some 66% of customers who switch brands do so because they’ve experienced poor service, according to a recent survey. In today’s hyper-connected world of customized, real-time interactions, instant, responsive feedback and agile, omni-channel experiences, customers expect even better service than ever.
Most business leaders today understand that providing a great customer care experience has a substantial impact when it comes to customer retention and increased revenue. Nevertheless, the majority of companies still look at their customer care operations as an unnecessary cost to the business that needs to be minimized or eliminated all together.
