I'M STILL HERE: Understanding Customer Experience Management Through the Eyes of the Customer | A Special Webinar for AAI's 20th Anniversary

Sep 7

1 min read

“Every customer has a story. The question is: Are we listening?”

Organizations often believe they are delivering excellent service because they have good products, efficient processes, and responsive employees. Yet, the customer’s experience may tell a different story.

As part of AAI’s 20th Anniversary learning series, Hernando Espiritu and Fabiola Jimenez-Espiritu, our first tandem speakers, led the session “I’M STILL HERE: Understanding Customer Experience Management Through the Eyes of the Customer.”

The session explored the customer experience from the customer’s perspective, focusing on the Voice of the Customer, the difference between customer service and customer experience, and the customer journey. It also highlighted how customer expectations, perceptions, emotions, and impressions are shaped throughout every interaction, and how meaningful experiences can encourage customers to stay, engage, return, spend more, and recommend the organization.

If you missed the webinar, you can still watch the full session here: https://www.youtube.com/watch?v=uF2xGJLsw-8