Save or Share this Report

For Customer Experience Professionals

WEBINAR: Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

November 14, 2017

Primary author headshot

Description

Around the world, CX quality has largely stalled. Why? Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as people interact with brands more than ever before. But the data also shows that trust in companies has dropped precipitously. This crisis of trust is worsened by misleading and false statements from executives and politicians alike, which are amplified by the speed and power of internet platforms to scale the spread of falsehoods. This webinar examines this crisis of trust and predicts four ways in which smart companies will respond to deliver breakaway CX in 2018.

Key takeaways:

  • Brands that own their values will break away from those that merely borrow them.
  • Smart companies will deepen customer understanding beyond the low-hanging fruit.
  • B2B firms will move from just selling to customer success management (CSM).

Get Access

Already a Client?

Log in to access this webinar.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
Contact us to learn more.

Purchase Webinar

Price: $300.00(USD)

Purchase

Webinar FAQs

See the Webinar FAQs for answers to technical and other Webinar questions.