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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: 10:15 am - 11:15 am

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