Customer experience is defined as the total interaction between an organization and a customer from start to finish, encompassing every touch point. It is acknowledged as a key driver of competitive differentiation moving forward. The presentation discusses how customer experience differs from customer service, highlighting six critical drivers of customer experience: remaining relevant, convenience, personalization, trust and loyalty, social responsibility, and customer engagement. Successful brands like Disney and Apple are using customer experience innovations to attract customers and create brand advocacy.

1. # C XG E N E R AT I O N
Customer Experience is the key driver of competitive differentiation
moving into the future.
Customer Experience is acknowledged as being the key point of competitive differentiation for future
success and during this fast paced and fascinating presentation, Lynn Baker shares what customer
experience is, why we need it and how we get it! Customer Experience is often confused with customer
service; yet there is a vast difference.
Customer Service is defined as: - the assistance and
advice provided by a company to people who buy or
use their products or services’.
Customer Experience is defined as: - the total
interaction, from start to finish, between an
organization and a customer.
Customer Experience encompasses every touch
point a customer uses to interact with your company
or your brand, whether it be by phone, email,
website, retail outlet, call centre, social media or
sales representative.
Highlighting the demands of today’s savvy and
sophisticated customers, Lynn shares how successful
global brands such as Disney, Apple and many
others are using customer experience innovations
and technology to attract new customers, retain
current customers and create brand advocacy.
This presentation is designed to shift the thinking
of the audience about the role they play in
the customer experience journey and what
contribution they can make to ensure its success.
6 Critical Customer Experience Drivers:-
• Remaining relevant to your target market
• Convenience, access and personal control
• Personalisation and information integration
• Trust, Loyalty & Reward
• Social Responsibility
• Customer Engagement
LY N N B A K E R
CUSTOMER EXPERIENCE • EXECUTIVE PRESENCE • MASTER OF CEREMONY • PUBLIC SPEAKING COACH
LynnBakerCXGen