Membership Brainstorm on Meeting Rising Customer Expectations

A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Topic: Meeting Rising Customer Expectations

Moderator:
Wayne Simmons
Former Global Customer Excellence Lead
Pfizer
Author, The Customer Excellence Enterprise

Abstract:
Join your fellow members for a candid, executive-level session on a defining gap between continuously elevating customer expectations and their lived reality. Despite significant investment in AI, personalization, and digital channels, experiences still break down across journeys, creating fragmentation and unresolved needs at scale. Together, we will explore how to use AI to move beyond touchpoint optimization toward managing end-to-end journey continuity and customer success, converting intent into realized customer and business value more consistently.

Key Brainstorming Challenges:

• What are the expectations of today’s customers and consumers?
• How to shift from managing touchpoints to managing customer progression
• Where value breaks down between intent and outcome, and how to intervene
• How to scale digital without losing the human interactions that build trust
• What it takes to measure success based on realized value, not activity or output