“Your employees are the representation of your brand. And what is your brand if not what your customers perceive it to be plus what you would like it to be perceived as…the job of CX does not fall just on the CX team as it does in many organizations. It is our collective responsibility” – Aarthi Murali, Chief Customer Experience Officer, M&T Bank
Distilled into 8 critical takeaways, this 11-page report provides business-critical insight into the latest trends and how service & experience leaders can set up for success in 2023. 
Here’s a sneak peak to kickstart your strategy: 

  1. CX, EX and BX equals winning overall when the vision is aligned
  2. ESG and community should be on your conscience 
  3. Be mindful of talent and the skills shortage
  4. Humanize digital and digitize humans with agility & empathy
Gain insights directly from the most senior leaders in the CX community:  

  • Aarthi Murali, Chief Customer Experience Officer, M&T Bank
  • Beth Johnson, Chief Experience Officer & Head of ESG, Citizens Bank
  • Christie Sandoval, SVP Consumer Group, T-Mobile
  • Bala Maddali, Head of Conversational AI, Verizon
  • And more… 
Enjoy the report! 

Many thanks, 
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Josh Wheeler
Strategic Director
Customer Service & Experience
Reuters Events
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