FC Connect 2020

3 Reasons Companies Miss the Mark on Customer-Centricity and How to Fix It

Businesses are facing major changes with their customer experiences and disruptions to their business models. Understanding customer needs, reactions, and behaviors is now more important than ever and companies are needing to develop a deeper level of customer empathy and intuition. Yet as we rush to deliver new digital experiences for customers, it means less human-to-human interaction. During this presentation, we’ll discuss three reasons companies continue to miss the mark on customer-centricity, new ideas for filling the empathy gap, and the impact of bringing the voice of your customer into decision making.

Learning Objectives:
– How to build impactful personas that help you think like your customers
– How to conduct empathy interviews to truly understand customer needs and behaviors
– Best practices for scaling empathy across an organization

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Author: Victoria Shakespeare

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