Nan RussellXM SCIENTISTQUALTRICS

CX MYTHS, MISCONCEPTIONS, and MISCOMMUNICATIONS

Georgia

Loyalty.

NPS is the one metric you need.

Exceeding expectations is a great thing.

Customer expectations continue to rise at exceptional speed.

Customers want to be delighted.

Delighting your customers will make you more money.

Lose economic value when an experience falls below customer expectations.

Maximize economic value when expectations and the

experience are aligned.

Customer Experience

Customer ExpectationsLose economic value

when the experience significantly exceeds expectations.

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OPTIMISE YOUR INVESTMENT. Align with your brand promise.

It is best to minimise customer complaints.

Catastrophic failures are more harmful than repeated small failures.

Call Centres: Shorter calls deliver a better Customer Experience.

Non Purchasers are people who leave a store without a purchase.

Customers want Personalisation.

You can fake authenticity in the age of AI.

You only have one chance to get it right.

• Much of what we take for granted in CX is based on inaccurate - but shared - misperceptions. 

Just because everyone says it doesn't mean it's true.

• Understanding the truth of the CX dynamic will improve not only the experience,

but the business performance.

• It's never too late to do the right thing.

Tally: Myth. Misconception. Miscommunication.

We’ll be back in In the meantime, why not grab a tea or coffee outside?

1:50-2:10PM

BREAKOUTBREAK 20 MINUTES