Rising to the Business Challenge of Customer Expectations

Linda Goldstein

Executive Vice President, Customer Experience & Marketing at CSAA Insurance Group

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17:01

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


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