Great Digital Customer Experiences

Featuring Craig Borowski, a market researcher at Software Advice, a Gartner company, covering technology and trends with a focus on customer service, and author of the HBR article “What a Great Digital Experience Actually Looks Like”.
Sponsored by Boldchat
Complimentary Audio Webinar

Thursday, March 23, 2017

12:00 PM - 1:00 PM US Eastern
11:00 AM - 12:00 PM US Central
10:00 AM - 11:00 AM US Mountain
9:00 AM - 10:00 AM US Pacific
4:00 PM - 5:00 PM GMT

Webinar Overview

When people have a less than favorable online experience, they fault the company immediately. To consumers, there’s absolutely no satisfactory excuse for a poor digital experience. In contrast, companies that provide strong customer experiences have been shown to produce significant results—including more customers, more sales, and more loyalty.

Researcher and author Craig Borowski has studied what makes an effective digital consumer experience, and how to create an effective digital experience strategy. On March 23, 2017, in a live, interactive Harvard Business Review webinar, Borowski will share his findings on what a great digital customer experience looks like.

Borowski will explore:
  • The importance of consistent processes and visual consistency
  • How to deliver outstanding customer experiences at scale
  • Why it is important to have dedicated systems focused on customer experiences
  • The need to use tools to measure how customers feel about their experiences
  • How digital initiatives work with and complement other types of customer journeys
  • How to create apps that enhance the online and off-line customer experience

He will provide practical advice on where to focus and invest. If your company knows how important delivering great customer experiences is but isn’t completely sure how best to optimize the digital customer experience, join HBR and Craig Borowski on March 23. 

About the Speaker

Craig Borowski   Market Researcher  Software Advice   

Craig Borowski

Market Researcher

Software Advice


Craig Borowski is a Market Researcher at Software Advice, covering technology trends in the CRM market, with a focus on customer service, marketing automation and the impact of technology on CRM strategy. He has held positions as the Sr. Editor and columnist of a bilingual edition of TIME magazine, author of a dozen books and a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. and the Office of the Mayor of Taipei. Craig joined Software Advice in 2013 after serving two years as CMO at the U.S. branch of a German consumer products manufacturer.