Serving a new generation of customer wants, needs and expectations.

How, when and where we buy has changed dramatically in recent years. Winning today is often dictated by those who can deliver faster and are ridiculously easy to do business with. In this revealing, thought-provoking and very entertaining presentation, popular Customer Experience expert David Avrin, CSP, Global Speaking Fellow, shines a bright light on the profound shift in customer expectation, while showing your team everyone’s role in eliminating friction in the buying process, aligning with changing customer preferences, and creating Customer Experiences worth sharing.

Participants of this session will:

• Better understand the cause and pervasiveness of the shift in customer and client behavior
• Recognize the important distinction between customer service and customer experience… and why that matters.
• Understand a day in the life of their customer and create alignment between their needs and our deliverables.Recognize the profound impact of social media and AI, and the devastating ramifications of under-performing in the eyes of your customers

David Avrin, CSP, Global Speaking Fellow

One of the most in-demand and charismatic Customer Experience speakers and consultants in the world today, David Avrin, CSP, GSF has shared his content-rich, very entertaining, and actionable presentations with enthusiastic audiences and organizations across North America and around the world. Recent presentations include Singapore, Bangkok, Melbourne, Brisbane, Antwerp, Buenos Aires, Bogota, Mumbai, Sri Lanka, Abu Dhabi, Manila, Rotterdam, Barcelona, Monte Carlo, London, New Delhi, Kuala Lumpur, Johannesburg, and Dubai. David helps organizations better understand and serve their changing customers and clients to help future-proof their businesses by becomingRidiculously Easy to Do Business With™.

David's business insights have been featured on thousands of media outlets around the world. He is also the author of seven books published in multiple languages includingthe acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it.