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Everything starts and ends with the customer. And for the customer, everything rests on expectations.

When you understand customer expectations, it allows you to cater the experience specifically to them. An in-depth understanding of these expectations helps you either curb expectations you can’t deliver on, or elevate the ones they care about most. 

In this webinar, you’ll learn:

  • How customer expectations influence the perceived experience.
  • Why you should focus on the impact of feedback instead of frequency.
  • How a deep dive into the customer decision loop helps you make sure you’re the most “worth it” option to your customers.

About the Author

Mary Drumond

CMO, Worthix

Mary Drumond is Chief Marketing Officer at Worthix, the world's first cognitive dialogue technology, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.  
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