CX leaders are looking to secure these top 3 outcomes: trust, loyalty and advocacy. When looking at each of these goals it becomes clear that each of them is intertwined, there is no one without the other. With all three elements, organizations will be in the position to build meaningful customer connections and long-term relationships.

Eric Rasmussen, Head of Consumer Insights at 23andMe will join this panel discussion and share insights on the key components of trust. To build trust, companies must deliver on their brand promise and make customers feel safe, secure and satisfied. 

Once trust is established, leaders can work to encourage loyalty and even brand advocacy. At a time when customers expect more, organizations must work to create value for customers and establish effective experiences. Companies that deliver on these promises will remain competitive in the long run.

This session will also cover:

• The state of customer expectations and loyalty in 2024
• Establishing productive feedback loops for continuous improvement
• How to leverage customer insight to delight customers