2020 Briefing – The Customer Experience Challenge: Building Trust, Removing Friction, Humanifying Technology



Date:     Monday 22 May 2017

Venue:  KPMG

             Level 38, Tower Three, International Towers Sydney

             300 Barangaroo Avenue

Time:    7.30am – 9.30am


Research indicates that by the year 2020 customer experience will overtake price and product as the key brand differentiator. Customers armed with more technologies and rapidly rising expectations will be demanding more from organisations than ever before, yet most companies are on the downward slope of these rising expectations.


More than 80% of customer experience initiatives fail, so how can your business create a winning customer experience and significant competitive advantage in this new customer experience economy?


2020 Exchange are delighted to partner with TeleTech, the global experts creating customer experiences that drive true business growth, to welcome Don Peppers as our Expert Guest.


Don has been ranked as the world’s #1 most influential authority on customer experience management issues, and was named by Accenture as one of the “Top 100 Business Intellectuals”.


In an interactive session facilitated by Peter Griffith, Don will discuss the Customer Experience challenges tabled by the 2020 community.



In partnership with: