Maintaining a consistent client experience is key to ensuring a consistent client relationship, which leads to greater client retention and spend. Maintaining that consistent experience is complicated by the fact that clients now interact with companies through a variety of channels that can number into the dozens. It is essential to not have just consistency of look and feel across all channels, but consistency of experience, and indeed to allow individual experiences to occur sequentially across all channels.
James Quin, VP, Events , CDM Media
Tim Perek, Head of Customer Experience- North America, Schneider Electric
Diane Magers, Chairman of the Board, Customer Experience Professionals Association
Kathryn Churches, Director, Customer Experience, American Family Insurance