Future of CX 2021 | BEETc. | 13 December 2021 | Virtual
Venue
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| Event Date |
Tue Dec 14 +08 (about 3 years ago)
In your timezone (EST): Mon Dec 13 7:00pm - Tue Dec 14 4:00am |
| Location | Virtual |
| Region | APAC |
Details
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
Speakers
2021 Speakers
SPEAKER:
Tom Mouhsian
Principal Analyst, Forrester
MODERATOR:
Santos Salinas
Asia Sales Lead, Customer Workflow, ServiceNow
Sponsors & Partners
2021 Sponsors
• Qualtrics
• AppsFlyer
• Appier
• Braze
• Salesforce
• Snipp
• Sitecore
• Kaltura
• Cheetah Digital
• ServiceNow
• ReBid
• Brightcove
• Dash Hudson
• Treasure Data Customer Data Platform (CDP)
• Asana
• ForwardDPMX
• Analytic Edge
• ON24
• HCL Software
• Seismic
• Canva
• Adzymic
• MediaValet
• Talkwalker
• Twitch
• Epsilo
• Eyeota
• CleverTap
• Mobilewalla
• Tealium
• MegazoneCloud
• The Trade Desk
• Emplifi
• Shootsta
• Twilio
• Acquia
• Google Marketing Platform
• Triggerfish
• QueryClick
• Melissa
• VMLY&R
• Srijan
• Tiger Analytics
• Informatica
• Verticurl
• TrafficGuard
• LiveRamp
• Apsis
• Syno
• Meltwater