Smart Customers, Stupid Companies

For the past decade, companies have strived to act at least as smart as their customers (and more importantly, the stakeholders they want to attract).

Today, it’s common knowledge that digitally enabled customers demand anytime, anywhere access to the companies that serve them. Increasingly empowered and disloyal, these customers recognize what many companies don’t: that the world has changed dramatically, but many companies haven’t.

Forget innovation—in our increasingly omni-channel, always-on, customer-first world, many companies aren’t even sure how to keep up.

McorpCX President, Michael Hinshaw, explains that disruptive innovation is “already providing individuals with tools more advanced, in many cases, than the most sophisticated commercial enterprises had just five years ago.”

Tune in to hear Michael’s thoughts on:

• What are some key indicators of a successful customer-centric transformation within a company?
• How do you approach the challenge of aligning organizational structures and processes to improve customer experience?
• Could you give an example of how innovation in technology has directly enhanced the customer experience in a project you’ve worked on?
• How do you measure the success of a customer experience strategy?
• And much, much more!