The Future of the Customer Experience
Friday, March 31, 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|
Customer experience (CX) has become a key differentiator for today’s top brands, with companies in all industries rushing forward to advance their CX programs. For maximum CX results, companies need to have a sense of the future of the customer experience to best allocate precious time and resources.
On March 31, in a live Harvard Business Review webinar, customer experience thought leader Luke Williams will share top CX trends and predictions about how shifts in the customer experience will affect companies and customers. Predictions touch on changing customer expectations, firms’ continuing focus on CX efficiency, and the role that artificial intelligence will play in enhancing the customer experience.
In this interactive HBR webinar, Williams will draw from his extensive experience and research on the customer experience, along with his focus on the most common reasons CX programs fail.
If your organization has made customer experience a priority and wants to take your customer experience to another level—while optimizing the use of time and resources—join Luke Williams and HBR on March 31.
About the Speaker
Luke Williams is Head of Customer Experience (CX) at Qualtrics and is an award-winning researcher and author of the New York Times bestseller, The Wallet Allocation Rule, and Why Loyalty Matters. A statistician and methodologist by training, Luke is a thought leader in the space of customer experience, client satisfaction, client loyalty, client ROI, strategy, and analytics. He is a member of the Market Research Association (MRA) and CXPA. Luke has a M.A. in Research Methods from Durham University in England.