Creating an exceptional customer experience does more than improve customer satisfaction. It inspires a devoted base of brand believers, which facilitates long-term brand relevance and differentiation and leads to increased profitability—by as much as 60%. But current research has found gaps in what customers expect from their experiences and what brands are providing.
The solution is for businesses to implement a customer-centric mindset by approaching Cx as a brand-led enterprise endeavor. In our recent webinar, Liquid Agency’s director of strategy, Andres Correa, digs into the logistics of this approach with featured guest speaker Forrester principal analyst Pete Jacques. We’re so grateful to everyone who joined the webinar. If you missed it (or simply want to watch it again), check out the recording above.