In our on-demand webinar, “Customer Centricity: Evaluate Your Perception vs. Their Reality,” we discuss the importance of closing the gap between perceived customer needs and the reality of what they really want.
Have you ever been a part of a project where you thought you knew what your customer wanted, only to find out later that your understanding of their needs and priorities was vastly different than the solution they were looking for?
When this disconnect occurs, it often leads to poor insights and decision-making that can greatly impact your project’s success.
According to our live webinar poll results, over 50 percent of attendees felt that having customer understanding capabilities is relatively easy “to introduce and integrate into the inner workings of your business.”
However, as Experience Design Lead Colin McGee explained, the change management aspect of introducing a capability can adversely affect other change activities taking place at an organization. Therefore, while gaining the ability to truly understand your customers’ needs will pay off in the long run, businesses should not expect this to happen without research, analysis and distribution – all of which will take time.
In this webinar, our experts explore what being customer-centric means and how to use the right insights to help your business thrive. Some of the questions you can expect us to answer are:
- What are the most common challenges and myths about customer understanding?
- How does this capability fit into the world of research and insights?
- Where do you start?
- How do you mature your organization’s customer experience delivery to improve your overall customer experience?
The webinar wraps up with a Q&A session directly addressing the issues that attendees care about most.