In the current environment, a company’s competitive advantage will come from a historically underdeveloped asset: the ability to capture and apply insights from your customers. Customers do not live their lives in the silo-like ways by which universities and businesses organize themselves. Yet case study after case study demonstrates that how customers feel is the currency which consumers exchange to inform their decisions, but many firms fail to adjust. You will gain a better understanding of decision science, “the why of modern consumer behavior,” the driving forces behind purchasing, and how this fits into customer experience.
We are moving from ‘The Age of the Customer’ into ‘The New Expectation Economy’ where brand experience and customer experience are quickly blending together to meet and exceed customers increasing expectations. In this webinar, Chris Munshaw, Director of Customer Experience at Avtex, will cover:
— Why consumers make the decisions they do
— Tools businesses need to figure out how to encourage your consumers to purchase
— Best practices on connecting with your customers
About the Presenter
Chris Munshaw serves Avtex clients by applying research, methods and insights to raise customer experience performance and transform their organizations around the customer experience.
Chris comes to Avtex from the client side where he overhauled their VoC program and defined the customer experience in a post IPO environment. Previously he was a consultant at Forrester Research where he provided specialized expertise and feedback in Voice of the Customer analysis, Maturity Assessments, Strategy Roadmaps, Ecosystem Mapping/Journey Mapping, Customer Experience Ideation/Measurement, Web User Experience, and Co-creation.
His experience in Management Consultant focuses on customer experience and marketing strategy for Fortune 500 corporations. Prior to his time in consulting, Chris worked as a Research Analyst for the California State University system and as a Market Researcher at the Center for Neuroeconomic Studies.
A Certified Customer Experience Professional (CCXP), Chris holds an MBA in Marketing & Strategy from the Peter Drucker School of Management at Claremont Graduate University, and bachelors degrees in Economics and International Studies.