Rising to the Business Challenge of Customer Expectations

Linda Goldstein

EVP of Customer Experience & Marketing at CSAA Insurance Group

Learning Objectives

Customer expectations for brand experience are rising. The age of technology has made instant gratification the norm – consumers want 24/7 convenience and availability, delivered when and how it fits their schedule and lifestyle. They also expect that the companies they do business with know them well enough to deliver a personalized experience. A winning strategy requires data and analytics as fuel to power the engine of a customer-driven organization.

Key Takeaways:

  • Understand key elements critical to customer engagement and business success

  • Recognize when to respond and adapt to escalating customer expectations

  • Identify the tools and resources that deliver a superior customer experience