In today’s marketplace, companies must compete for customer relationships. Those relationships are often influenced by the experiences customers have when they interact with companies. As customer service expectations rise, businesses must ensure they are consistently delivering a personalized, genuine and seamless experience to reduce customer effort and increase brand loyalty. Join Pam Plyler, the Executive Practice Lead for the Customer Experience Team at The Northridge Group and her client, Pat Quenan of Alight, as they discuss business insights from Northridge’s 2018 State of Customer Service Experience report and offer suggestions on how to make customer experience a differentiator for your business. If you are looking for ways to improve your business’ Customer Experience, this podcast is for you.