Overhauling the customer experience program at an established brand is no easy feat. When CX managers develop initiatives to improve their customer experience, they balance numerous variables, and must understand that a significant departure from the norm may erode their customer’s hard-earned trust. 

Emily McEnany, Senior CX Manager at Dr. Bronner’s, joins this session to share her perspective on how to retain customer trust and loyalty while making bold moves to improve customer service outcomes. For a mission-driven brand like Dr. Bronners, trust is everything. 

With today’s customers placing so much value on efficiency, successful brands know to maximize the value of their customers’ data by sharing actionable insights across teams. Of course, the more customer data is leveraged internally, the greater the concern for privacy and protection. 

You’ll Learn:

• Tips for leveraging transparency to bolster customer trust
• How different teams, like PR, OSI, and marketing, work together to make the most of customer listening
• The importance of a multi-faceted help center in bolstering customer education