On-Demand Webinar: The Secret Ingredient To A Differentiated Customer Experience

2021-11-23 |  Asha Sanderson

Companies are seeing commercial success when they focus on improving their customer experience (CX); but it will achieve even greater success if diversity and inclusion (D&I) is embedded throughout their customer experience practices.

If you’re not shaping your services, processes, and journeys in this way, you’ll leave customers feeling excluded, and they’ll find someone else to do business with.

In this interactive webinar Asha Sanderson is joined by Hannah Isaacs, a CX specialist who has headed up CX in industry and now in consulting at PEN Partnership, and Charlotte Butler, Managing Director of inclusion consultancy Altogether Different. They discuss the benefits of embedding D&I into your customer experience and, crucially, how you can drive the change your organisation needs to make it happen.

The webinar covers several pressing issues including:

  • The pros and cons of traditional journey creation methods and how they can be used to design inclusive customer experiences.
  • The power of empathy and how it can be developed across your organisation to drive better customer experiences.
  • Why you should prioritise embedding diversity and inclusion considerations into your customer experience over other commitments.

If you’re a senior leader or CX practitioner eager to make sure you’re delivering a brilliant experience for all your customers, this webinar will provide expert guidance on how to overcome barriers that are holding you back.

Once you’ve watched we would love to hear your thoughts and feedback, so please do send any to asha.sanderson@penpartnership.com.

And if you have any further questions or would like to chat about embedding diversity and inclusion into your customer experience practices, please drop Asha an email.