A conversation with Matt Watkinson and Colleen Ryan on the intersection of CX and trust.
Trust is the bedrock of human interaction - but today, distrust is the default position for 6 in 10 people.
The pandemic rattled our nerves. Skyrocketing prices are raising suspicion. Fake news and the global political culture have undermined trust in institutions.
This has important implications for brands and customer experience.
When Matt Watkinson wrote The Ten Principles of Customer Experience, he identified the ways that we can make the experience for customers better. It is a formula for building trust that has just become even more important in today's distrustful world.
TRA has a clear point of view on trust, informed by our research across culture, brand and comms, and CX.
In this 45 minute webinar, Matt talks to Colleen on how changes in the mood of trust impacts customer experience. They discuss:
- TRA’s latest data and insight into the state of trust in 2022
- The latest global thinking on the customer experience
- Trust as the connective tissue between brand and customer experience
- How to design experiences so that people feel confident and less distrustful
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