Pre-Conference Focus Day | 31 March 2020
Main Conference 1 & 2 April 2020 – Johannesburg
2020 is gearing up to be the year where ambitious brands reinvent themselves through transformation of organisational culture and practices that create more personalised value-based relationships, whilst being transparent with customers to gain their long-term trust and loyalty.
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.
