From the late 1990’s through 2020, the balance of power in the buyer-seller equation began shifting inexorably away from the sellers and toward the buyers. But in the past 28 months, that trend has accelerated wildly, and businesses now fully understand that if they fail to deliver not just great products and services at great prices but also exceptional customer experiences, their customers will go elsewhere—and they’ll do so in a heartbeat, and likely never come back.  

So, for business leaders, the new “metric that matters” is the ability to dazzle customers, a challenging goal that requires great experiences and all the other qualities outlined above. In this interactive session, we’ll offer some examples of companies that are doing exactly that and explore how they’ve done that, and we will also be looking for great ideas, insights, and questions from attendees.