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Trust in the world of service is highly volatile. Customers expect service providers to be transparent and honest in order to drive advocacy and retention. To do this, providers need to offer proactive service assurance to their customers’ products and services to minimise downtime to establish trust in every interaction and touchpoint of the customers’ journey. In this roundtable, we will discuss the importance of trust and how leaders in customer experience can strive in the new world of post-pandemic customer expectations.
Join this session with guest speaker, Tom Mouhsian, Principal Analyst with Forrester, to learn about Forrester’s latest research on trust, including trust benchmarks and segmentation approaches aimed at linking trust to loyalty for a short 10 mins presentation on ‘Trust Before Loyalty: A Deeper Look At What Drives Trust Among Customer’.
Then, followed by a 50 mins interactive roundtable discussion with Santos Salinas, Asia Sales Lead for Customer Workflow, ServiceNow, in discussing the connection between customers and organisation to achieve the level of trust that impact customers retention and revenue growth.
In this executive roundtable participants will discuss:
01. The importance of trust and how the lack of it can impact the customer journey
02. How to establish trust in every interaction and touchpoint of the customers’ journey
03. How to achieve the level of trust that impact customers retention and revenue growth in the post-pandemic world
The virtual roundtable has a limited 8 seats for Customer, Strategy, Experience & Services Leaders from large-scaled enterprises based in APAC region. Please apply your seats below, our team will get back to you within 24 hours to confirm your place.
Over 20 years of an East meets West business acumen selling enterprise software solutions into Telco, Media, and Tech companies. My passion is helping customers transform their business to bring incremental shareholder value.
Tom is a principal analyst based in Singapore, serving customer experience (CX) professionals across Asia Pacific. His research mainly focuses on the role of customer experience in driving business growth and differentiation. In addition, Tom provides technical skills training and advisory on how to collaborate, design, and then wire customer experience to financial performance results, thus helping companies to prioritize their efforts and build a stronger business case for CX transformations.
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