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Beyond the Facade: Ensuring Honest and Effective Customer Experience

Imagine you recently purchased a product from a company that heavily marketed its exceptional customer service. The ads were everywhere, promising quick responses, personalized support, and a hassle-free experience. However, when encountering an issue, you were stuck in endless loops of automated messages, long wait times, and unhelpful responses. Frustrated and disappointed, you realized that the company's customer experience claims were merely a facade. This is a classic example of CX Washing – where companies advertise a superior customer experience but fail to deliver on those promises. Watch this fireside chat where Joanna Carr and Carlos del Corral defines this issue and help businesses prevent being branded as one.

Key Topics of this fireside chat:

  • Learn what CX washing is, how to identify it, and why it’s detrimental to your brand and customer trust.
  • Discover the key indicators of CX washing in your organization and how to address them.
  • Gain insights into genuine customer-centric strategies that go beyond mere marketing slogans.
  • Understand the importance of employee training and empowerment in delivering consistent and authentic customer experiences.
  • Explore the role of Voice of Customer programs and continuous feedback loops in enhancing customer satisfaction.