Cx Conversations

While we have, very often, seen brands make tall promises to court customers, we have also seen them fail on delivering those promises often. Why does this happen? Why is the customer's perception of a brand significantly different from the company's? Why do these conundrums occur? And how can brands avoid such pitfalls? I am delighted to be speaking with Neil Sharp, an expert on developing and delivering customer experience transformation programmes that place the customer at the heart of the organisation, who will answer these questions. Neil is currently Partner at PEN — a management consulting firm focusing on Customer Experience, Operational Excellence, and Change Delivery. He is leading the CX specialism within PEN that's dedicated to transforming CX for brands. Among other things, Neil and I discuss: What is a brand promise? What companies overlook when they develop their brand? What steps are required to develop a brand promise from the customer's perspective? How should brands make the best use