8 takeaway tips for thinking customer first

Presented by

Lauren Oliver, Senior Customer Experience Specialist at StrategiQ

About this talk

CRM has always been important, but since the pandemic, the need for a great customer experience heightened. We saw an E-Commerce boom in 2020, with many brands that didn’t yet have an online presence, moving online. Consumers' needs and expectations since 2020 have grown, and those brands that are mastering customer experience are definitely feeling the benefit. The CRM landscape has also changed, no longer are we talking marketing, it’s bigger than that. CRM and customer experience teams now sit at board level, we now can inform product development, customer service and much more. We know the customer best and we’re now leading and informing teams around us. I mean, that’s so exciting.
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