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

• 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.

About the Speakers

Joanna Carr – Joanna is a Customer Experience Consultant at Allegro Kommunikasjon, specialising in CX strategies, new team support, and customer-centric innovation. A specialist in CX Management, service design, and emotional intelligence, she is also an author, keynote speaker, podcast host, and judge for the International CX Awards. Co-founder of the B2B CX Conference, Joanna’s mission is to make Customer Experience a core business principle.

Carlos del Corral – CPO/CMO of Netigate featuring Lumoa, Carlos with his years of expertise, has been the Director of Mobile Insights and Innovation both at Nokia and Microsoft, driving action thanks to the feedback of millions of customers.