In Conversation: Customer Experience and Trust

Webinar

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

Fill out the form on the right to watch the conversation now.

About the speakers

Colleen Ryan

Partner at TRA

Colleen has a curious and strategic mindset fueled by 40 years of experience in business across Europe, North America and APAC countries. With a fascination and deep understanding of what it is to be human, specifically applying principles from cultural sociology, social psychology, behavioural science, and cultural analysis, she brings breakthrough insights to brand strategy, creative development and customer centricity.

Matt Watkinson

CEO of Methodical

Matt Watkinson is the Author of The Ten Principles Behind Great Customer Experiences and The Grid: The Master Model Behind Business Success, and the co-founder and CEO of design agency Methodical. Matt is a subject matter expert in customer experience, and provides invaluable insight into the intersection between what companies do and what people want – and how we can better bridge that gap.