In one of the business world's greatest ironies, the same companies that trumpet the importance of customer centricity often make CX decisions without even listening to, let alone truly thinking about, the voice of the customer. Always a mistake, this strategy has become particularly problematic given the vast unpredictably - and change - in customer demands and expectations. To mitigate this mistake and recalibrate CX initiatives, this online event will explore data from our annual Consumer Preferences Survey. We'll reveal what today's customers actually want - and how companies can efficiently deliver. And aware that customer demands are never static, it will also reveal strategies for consistently uncovering - and then adapting people, process, and technology to - the specific voice of your specific customers.
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