2018 Predictions – Keeping CX Relevant in a Changing World

Claire Sporton

Claire Sporton

Author Bio

Claire has 20 years’ experience in customer service and customer experience developing and implementing customer experience programmes within the financial services sector. In the last 5 years she has been working as a consultant supporting a wide range of organisations in developing and implementing customer experience management programmes that not only drive improvement in experience but also deliver measurable business results. Claire’s focus at Confirmit is on ensuring our clients can deliver insights that drive change. Claire was instrumental in the development of Confirmit Voices, an engagement model which provides an end to end approach to the Voice of the Customer. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for their customers, their internal teams and of course the bottom line.

Author Bio

This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway!

The CX world is destined to be a very different place in the future, but before we get there, we’d like to share with you our perspective about what’s just around the corner. 

We must set ourselves up with the capability to recognize change and react quickly, but we must not be afraid to dream. To look beyond the horizon. 

In this webinar Claire Sporton, VP Customer Experience, Confirmit and featured guest, Maxie Schmidt-Subramanian, Principal Analyst, Customer Experience, Forrester, defined the future of CX as we see it today, and provided pragmatic steps that CX practitioners should take in 2018 to achieve long-term goals.

You will learn:

  • New ways of capturing feedback and driving action – without sending out more surveys!
  • How to harness AI and predictive analytics to drive CX efficiencies and business change
  • The skills that we as CX practitioners will need to stop controlling and start enabling in this brave new world

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