The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between how organizations perceive customer experience and emotions versus customers' actual experiences. For example, only 5% of customers felt experience improved versus 29% of organizations thinking so. The webinar recommends organizations understand customers' emotional and subconscious links to value, conduct pilots to prove customer experience improvements generate revenue, and establish new customer-focused measures. Senior leadership must also be educated on the opportunity customer experience provides.