ANA – January 2020 Luncheon                   The Year of Customer Experience

Presented by Divya Visentini, Co-Founder and Managing Partner, NavStella Consulting

Presentation Summary: Customer experience is becoming an increasingly important decision factor in how customers and businesses decide where to buy their products and services. Walker recently released a study stating that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies due to their experience and interaction with the brand. If you cannot keep up with their increasing demands, your customers will leave you.

There are many emerging and enhanced technologies that will impact how we do business in 2020 and the decade that follows. From AI to personalization, chatbots to private messaging apps, 2020 is going to be a defining year in digital growth.

The presentation will focus on key digital marketing & technology trends for 2020 and how they will impact the way companies manage their Customer Experience.