Customer Experience: Don’t keep up and you risk your future

Seth Adler


Iassen Deenitchin, Head of Global Process Management at ING joins Seth for this week’s podcast to delve into the importance of customer experience strategies and customer engagement strategies

"Without CX, our financial performance will never get to where we want it to be. We understand that customer needs change.

"If we don't keep up, we'll soon jeopardize our future success. We must understand how to make the customer experience the Bible to our business model." 


Forrester Study: The Mandate for Intelligent Customer Service

Better customer experiences are now the top customer service priority with 58% of businesses now prioritizing CSAT and NPS, says Microsoft research.