Customers interacting with your company right now are forming perceptions that will determine whether they engage with you again. But do you know how those interactions shape perceptions? You’d better, if you want your design efforts to advance your business goals.
It’s not enough to spot a market need, roll out innovations, and move product. You need to master the inner workings of the total experience — how people’s experiences ignite their perceptions and drive loyalty — or not. At Forrester’s CX SF 2019 event in San Francisco, we’ll dig into how perceptions shape successful innovation, growth, engagement, satisfaction, and retention — and what you can do about it. In this episode, we have a preliminary discussion of those themes.
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