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Improving the customer experience has been the focus of CX professionals since, well, forever. And it’s a great goal…but research shows that customer experiences aren’t getting any better. Despite organizations’ understanding of the customer experience and their attempts to improve it, many companies don’t know how customers derive value and which value drivers matter most to the success of both the customer and the organization. This leaves us with the question of whether our current CX activities are enough to actually drive long-term, sustainable business growth.
In this webinar, Confirmit’s Holly Carter, Director of Product Marketing, will be hosting guest speaker Maxie Schmidt, PhD, Principal Analyst, CX, from Forrester and Confirmit’s Howard Lax, PhD, Principal Consultant, for a fireside chat to discuss:
- What is customer value and how it differs from customer experience?
- How can a company identify what customers value most and balance that value with the needs of the business?
- How can a company prioritize value drivers to maximize return while remaining agile as customer value changes over time?