CX SF 2019 · Forrester

Customers interacting with your company right now are forming perceptions that you know will determine if they engage with you again. But do you know about how those interactions shape perceptions?

You’d better, if you want your design efforts to advance your business goals. It’s not enough to spot a market need, roll out innovations, and move product. You need to master the inner workings of the total experience — how people’s experiences ignite their perceptions and drive loyalty — or not.

Facing this daunting challenge, CX leaders are in the limelight as powerful technologies like machine learning and robots push the stakes higher amid fears about automation, privacy, and bias. And with that potential reward comes risk.

At CX SF, we’ll dig into how perceptions shape successful innovation, growth, engagement, satisfaction, and retention — and what you can do about it.