In the most competitive business environment in modern history, the winners today are often those who are remarkably easy to do business with. Being better tuned-in to the increasingly unique and shifting wants and needs of your customers and clients creates better experiences and increased loyalty. In this eye-opening, high-content and very entertaining session, popular Customer Experience and Marketing expert David Avrin, CSP shines an uncomfortable light on the profound shift in customer expectation, while showing your team everyone’s role in eliminating barriers, engaging prospects and creating Customer Experiences worth sharing. Learner Outcomes: 1. Better understand the profound shift in customer and client expectations and behavior and the drivers behind them. 2. Understand how to remove points-of-friction along your customer’s journey. 3. Recognize the important differences between customer service and customer experience — and why that matters.