Wednesday, August 3, 2022

Ten Trends in Customer Experience: Expanding Scope and Managing Expectations


[Recording Available] Customer experience is fundamental to an organization’s growth and long-term success, and as the pandemic wanes, companies are increasing budgets and headcounts towards CX improvement teams who are investing in tools, mapping journeys, and measuring customer behaviors and sentiment. 

In this webinar, Aite-Novarica Group Director of Customer Experience Practice Paul Legutko and Strategic Advisor Reut Samra describe ten trends in customer experience management and optimization, as revealed through Aite-Novarica Group’s primary research and discussions with dozens of CX practitioners in both the financial services and insurance industries.  Topics included Total Experience, Zero-party data, Return to Analog, Cross-Generational Experience, Social Media interception, proactive alerts, and several others.

Learning Outcomes:

  • You will learn about ten key trends affecting the customer experience landscape and how they affect financial institutions and insurance companies.
  • You will learn what other organizations are doing to address these changing consumer expectations and industry context.
  • You will hear from Aite-Novarica Group advisors about recommendations for how to best position your organization for success in today’s evolving CX environment.