The State of Customer Experience: Time to Get Real


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

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. 

In this webinar, Claire Sporton, Vice President, Customer Experience Management, Confirmit and Steve Hurst, Editor, Engage Business Media discussed some of the key highlights of the report. They discussed the current barriers to progress and how to overcome them, including best practices from industry leaders, before looking to the future. With opinions gathered from across the global CX industry, Confirmit helped to reveal where the next ‘big thing’ will come from and – in the meantime – what we can all be doing in order to make the most of the here and now.

 

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