Best Practice vs. Reality in CX


Phil Durand

Phil Durand

Author Bio


Author Bio

Customer Experience best practices are everywhere. And while they’re great to hear about, useful to listen to and interesting to consider – implementation can be another thing entirely.

What the CX best practice gurus don’t often tell you about are the barriers that you’ll need to overcome. The naysayers, the processes, the red-tape and the various organizational structures that mean the magical best bits often get diluted into something more compromised. Adequate. More middle of the road. Just... fine.

And if your goal is to drive competitive advantage, that isn’t good enough.

In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit, took our thinking a step further. He shared best practices in the context of common challenges and suggest practical ways to overcome them. Phil also shared case studies from the winners of the 2017 Confirmit ACE Awards to demonstrate what really can be achieved once you move away from theory and best practice into real programs that deliver results.

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