We're excited to celebrate our industry with you on CX Day! We'll hear from Jill Carnick at the DRG and have a roundtable discussion .
The Consumer Experience Paradigm Shift
Presented by Jill Carnick, Senior Account Director, The DRG
In the face of daunting challenges and economic uncertainty brought on by the pandemic, one thing is clear, consumers are calling upon businesses for support to help them navigate this crisis. Key findings from our syndicated research on consumer perceptions of the banking and healthcare industries indicate that, so far, they are measuring up.
Consumers recognize industry efforts to listen, understand, and address their most urgent needs. Overall, impressions of the responsiveness to the crisis are positive and, for some, perceptions are better today than before the pandemic. Still, improvement opportunities exist to further address consumer needs going forward. The goal of our multi-wave research is to provide insights into consumers’ perceptions to help healthcare and banking institutions as they continue responding to the implications of the global crisis.
Due to the virtual nature of this event, we encourage all attendees to come prepared to share their webcam and participate in the roundtable discussion. If possible, please join the meeting a few minutes ahead of time to ensure the technology functions as intended.