Customer Experience is no longer about the why or the how, but the how well, according to Diane Magers, Customer Experience Executive, AT&T.
Magers told attendees during her session, “How to Enable Change in Customer (and Associate) Centricity,” at the 4th annual Loyalty360 Engagement & Experience Expo that by 2020, customer experience is expected to surpass product and pricing as the key differentiator for businesses seeking brand loyalty.
Magers focused on six key words: Integrate, Leverage, Orchestrate, Engage....