The State of Customer Experience 2018
While 82% of US companies report that they are customer centric, only 18% of US customers agree. Meeting these expectations and needs requires a lot of work: time, money, effort, and resources, but in 2018, it’s more crucial than ever for companies to close that gap.
In this webinar, Brian Cantor, Managing Editor and Director and Principal Analyst for Customer Management at CCW Digital, will share the findings from the January 2018 Retail CX report that reveals insights into the current state and future of customer experience. Joining Brian will be Alon Waks, VP of Marketing at Kustomer, who will share the steps that retail companies can take to provide better customer experiences in 2018.
You’ll Learn:
- The top customer experience imperatives of 2018
- How automation will impact the retail experience
- How to leverage proactive engagement
- Why omnichannel is more important than ever
Presenters:
Brian Cantor
Managing Director, Digital
Customer Management Practice
Brian Cantor is the Managing Director of Customer Management Practice’s Digital division. Driven by a passion for helping brands better empower their employees and more meaningfully connect with customers, Brian oversees research, product development, editorial vision, and commercial strategy for properties like CCW Digital and Customer Engagement Insider. Reaching a community of almost 200,000, these digital properties offer industry-leading commentary, research reports, and virtual event sessions.
Far from a “boardroom manager,” Brian routinely speaks at leading customer contact events and directly engages with global enterprises and innovative start-ups via training and advisory services sessions.
Fun Fact: Brian has impeccable artistic taste, as evidenced by the fact that the first concert he attended growing up was a Baha Men / A*Teens double feature.
Alon Waks
VP of Marketing
Kustomer
Alon has built and scaled many marketing organizations in the customer experience space. As VP of Marketing at 8x8 and LivePerson, he built, led and scaled global marketing, including demand, content, product and Go-to-market. Alon spent many years at Avaya in diverse lead roles for product, marketing and contact center GTM.
