糖心原创

Experience teams are investing more, collecting more insight, and deploying more technology than ever.

So why aren’t customers feeling the difference?

Our latest research reveals a growing paradox in CX: while leaders believe experiences are improving, customer sentiment tells a very different story.

In a discussion with the experts, we explore what’s really happening:

• Why experience quality appears to improve internally while customers feel friction
• Where programs stall between insight and action
• How leading teams are expanding signals and proving business impact
• Where AI creates real value, and where it can backfire

This session goes beyond the report to explore what the data means for leaders trying to move CX forward.