Dr. Maxie Schmidt, Vice President and Principal Analyst at Forrester, presented valuable insights in a discussion format regarding the evolving customer needs and expectations over the past year. She emphasized the importance of understanding customer trust as a key factor in fostering loyalty and business growth. Schmidt highlighted the significance of delivering on promises, setting clear expectations, and ensuring consistency in service to build lasting trust with customers. Adrian Swinscoe, a renowned Speaker and Consultant, further emphasized the critical role of earning trust through consistent delivery and listening to customer feedback rather than making assumptions about customer needs. Swinscoe underscored the necessity for organizations to focus on providing great service and experiences, especially in times of economic uncertainty, where trust plays a pivotal role in customer relationships.

Nate Brown, Co-Founder of CX Accelerator, echoed the sentiment by stressing the need for organizations to stand out and deliver experiences that matter to customers, rather than following trends blindly. He highlighted the significance of empowering employees to prioritize customer experience in their everyday roles and fostering a culture of intrinsic motivation for driving meaningful outcomes. Frances Chapireau, Founder of BuildCX, touched upon the importance of organizational trust, encouraging CX teams to focus on building trust internally to better serve their customers. The panel discussion delved into the challenges of incentivizing employees solely based on CX metrics, emphasizing the need for a holistic approach that includes factors like mastery, autonomy, and purpose to drive sustained performance and excellence in customer experience delivery.