August 13, 2019
2:00 PM - 3:00 PM EST
Trust: The New CX Battleground
Trust is not just an emotion. It is the new competitive battleground. It’s hard-won, easily lost and utterly critical. To build trust, it's about action, not words; you need to deliver on the expectations you have set, time and time again. You need to respond to customers’ issues to give confidence that you will do the right thing by them.
If "trust" is your goal, how do you set yourself up for success? With more trust, but this time, from those within your organization. If they don’t trust – customers certainly won’t.
In this session, Claire Sporton, Senior Vice President of CX Innovation at Confirmit will help you understand how to:
• Build trust by providing smart ways to share insights that will engage and empower your colleagues.
• Monitor the impact of actions, and build incredible relationships with clients and colleagues.
• Ensure teams trust that they will be supported in their decision-making – even if things don’t go according to plan.
• Trust that the actions taken will have an impact on the right business outcomes.
With the right level of trust you can motivate, empower, and encourage everyone in the organization to do the right thing for your customers and deliver real business value.
Senior Vice President, Customer Experience Innovation
Claire Sporton is Senior Vice President, CX Innovation at Confirmit. Claire has a passion for building truly customer-centric cultures that inspire change and deliver measurable business improvement. In her role, she focuses on driving forward the discipline of CX Management and ensuring that Confirmit provides the technology and expertise that organisations need to empower and inspire everyone across the organisation to do the right thing. Claire was a winner of the 2018 CX Impact Award, a prestigious award issued on CX Day by the CXPA.
With a background in Psychology and Systemic Management, Claire has over 20 years’ experience as a consultant and CX practitioner, leading companies to empower everyone to be accountable for improvement, motivate individuals to work differently and predict and monitor real business impact.