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Feb 2018 - Conference: Tech Supplier - Doc # DR2018_T4_AW

Closing the CX Overconfidence Gap: Going from Satisfied to Delighted

By: Alan WebberResearch Director, Digital Strategy & Customer Experience


These event proceedings were presented at the IDC Directions conferences in Santa Clara and Boston in February and March 2018.

Do you know how your customers experience your brand? Do you know how they feel about your brand? Great products are not enough just as creative marketing and awesome customer support may get customers in the door, but it won't keep them there. Experience is the most important thing in business, yet the difference between what companies think their customers feel and what their customers actually feel is often significantly different. This creates an overconfidence gap between where companies are and where customers want them to be, and often, the key to closing that gap is technology. Alan Webber demonstrates how companies are deluding themselves about the experiences they deliver, what makes a great experience and who is delivering it, and how technology is the key in this ever-evolving world.