Page 27 - Geniecast LiveLabs: Customer Experience

Customer Experience: Where Technology Meets Humanity
with Don Peppers
Recognized for more than 20 years as one of the world’s foremost thought leaders on customer-focused business strategies, Don Peppers is an acclaimed author and founding partner, with Martha Rogers, Ph.D., of Peppers & Rogers Group, a leading customer- centric management consulting rm.
With their rst book, The One to One Future, Peppers and Rogers started the customer revolution. Inc.magazine said it was one
of the top three most important business books ever written. Recently, Satmetrix ranked Don and Martha the world’s #1 most in uential authorities on customer experience management. The Times of London listed Don among their Top 50 Business Brains, while Accenture includes him on its global list of “Top 100 Business Intellectuals.” He has written over 11 books, 9 with Dr. Rogers.
As we use technology to automate and streamline a customer’s experience, the problems left over will be that much more important to handle well. Don Peppers will cover how companies can use technology to deliver humanity to their customers:
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Understand the “zero-latency customer” - impatient, informed, and in charge
Gain customer trust in the e-social era
Discover the four qualities of a truly frictionless customer experience
Learn the role a company’s culture plays in using technology to deliver humanity
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