Tue Dec 14 +08 (in 12 days)
In your timezone (EST): Mon Dec 13 7:00pm - Tue Dec 14 4:00am
Trust: Imperative or Opportunity for the future of CX?
Trust in the world of service is highly volatile. Customers expect service providers to be transparent and honest in order to drive advocacy and retention. To do this, providers need to offer proactive service assurance to their customers' products and services to minimise downtime to establish trust in every interaction and touchpoint of the customers' journey. In this roundtable, we will discuss the importance of trust and how leaders in customer experience can strive in the new world of post-pandemic customer expectations.
Join this session with guest speaker, Tom Mouhsian, Principal Analyst with Forrester, to learn about Forrester’s latest research on trust, including trust benchmarks and segmentation approaches aimed at linking trust to loyalty for a short 10 mins presentation on ‘Trust Before Loyalty: A Deeper Look At What Drives Trust Among Customer’.
Then, followed by a 50 mins interactive roundtable discussion with Santos Salinas, Asia Sales Lead for Customer Workflow, ServiceNow, in discussing the connection between customers and organisation to achieve the level of trust that impact customers retention and revenue growth.
In this executive roundtable participants will discuss:
• The importance of trust and how the lack of it can impact the customer journey
• How to establish trust in every interaction and touchpoint of the customers' journey
• How to achieve the level of trust that impact customers retention and revenue growth in the post-pandemic world
Principal Analyst, Forrester
Asia Sales Lead, Customer Workflow, ServiceNow
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