The Future of Customer Experience: why good listening means good business
As we navigate the future of customer experience, one thing is clear for businesses: mastering the art of listening is essential to serve customers better.
In this webinar, two experts in customer experience and communication explore what makes good listening, the cost of not listening, and what sets a great listener apart, based on insights from a survey of 4,000 consumers across Germany and the UK. Register to explore why good listening leads to better business outcomes, from enhanced loyalty to increased revenue.
Key takeaway:
The results not only highlight why good listening matters to customers, but show why good listening translates to good business, with 69% of customers surveyed who would buy from a brand again if they feel heard.
Sam has been helping organisations transform their customer experience for over 20 years and is a leading voice on the future of customer engagement. Working with some of the most recognisable brands in the world across all sectors, she strives to bring organisations back to the heart of what matters most - their customers.
Sam brings her extensive experience to Twilio where she is Director of Executive Engagement Programs across APAC and EMEA, helping connect peers and guide leaders through their digital transformation.
Professor Elizabeth Stokoe joined the Department of Psychological and Behavioural Science at The London School of Economics and Political Science in January 2023. She became Academic Director of Impact in January 2024. Previously, she was Professor of Social Interaction at Loughborough University, where she was Associate Pro Vice-Chancellor for REF2021 (Research Excellence Framework) (2019-2021) and Associate Dean Research (2013-2018). She conducts conversation analytic research to understand how talk works - from first dates to medical communication and from sales encounters to crisis negotiation. She has worked as an industry fellow at Typeform (2018-19) and Deployed (2019-2022). In addition to academic publishing, she is passionate about science communication, and has given talks at TED, New Scientist, Google, Microsoft, and The Royal Institution, and performed at Latitude and Cheltenham Science Festivals. Her book, Talk: The Science of Conversation, was published by Little, Brown (in 2018) and her co-authored book on Crisis Talk was published in July 2022. Her research and biography were featured on BBC Radio 4’s The Life Scientific. During the Covid-19 pandemic she has participated in a behavioural science sub-group of the UK Government’s Scientific Advisory Group for Emergencies (SAGE) and is a member of Independent SAGE behaviour group. She is a Wired Innovation Fellow and in 2021 was awarded Honorary Fellowship of the British Psychological Society.
The Future of Customer Experience: why good listening means good business
The results not only highlight why good listening matters to customers, but show why good listening translates to good business, with 69% of customers surveyed who would buy from a brand again if they feel heard.
