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James
Fette
Director of Customer Experience Strategy
GitHub
An experienced Customer Experience, Strategy and Planning and Program Management executive with over 30 years of experience and a proven track record of success in building empowered, global, teams, leading organizational change and defining and executing corporate strategy. A driver of improvement vs. change, a recognized leader in improving the customer and employee experience, building disciplined program management offices and managing a portfolio of strategic initiatives. In addition to my corporate career, I enjoy sharing my insights at events, conferences and workshops as a speaker and coach.
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11 February 2025 10:15 - 10:45
Bridging the experience gap in the experience economy
In today’s experience economy, customers demand more than just great products - they seek meaningful, personalized interactions that add real value. However, an “experience gap” often exists between what companies think they’re delivering and what customers actually feel. This keynote explores the critical components of bridging this gap to meet rising expectations, from leveraging customer data and feedback loops to implementing real-time AI for tailored experiences. Discover how to shift from reactive service to proactive experience design, creating seamless and memorable customer journeys that drive loyalty, engagement, and long-term success in a hyper-competitive market.