Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 103: The Experience Economy Is Here: What It Means for the Future of Customer Experience

Elisabeth Zornes  (Chief Customer Officer, Zendesk, Inc.)

Location: TBD

Date: Wednesday, August 5

Time: 10:15am - 11:15am

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Revolutionizing the Customer Experience

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

If we look at some of the most anticipated IPOs this year, we see a telling trend. "Experience-born" companies like Uber, Airbnb, Slack, and StitchFix have redefined how brands interact with customers, raising the stakes for every business around the world. These all started from a mindset of “let's create the best possible experience for someone (regardless of whether it scales) and then let's work back from there.”
With experience-born companies becoming the norm, we’re in the midst of a dramatic paradigm shift in consumer expectations.

There has been talk about putting customers at the center of all you do for awhile, but actually doing it is much harder. And the demand for it is much more real now. In this session, Elisabeth Zornes will explore the importance of the true customer-at-the-center paradigm, focusing on:
• What business can do about it
• Why it’s essential to strive for human-first experiences
• Why you must continually reintroduce yourself to the customer
• How to find the new sweet spot between empathy and technology