Whitepaper Live - Experience Zone

20 Missed Opportunities to Create Irrational Brand Preference & Emotional Loyalty Through Customer Experience

Monday October 9th • 11:05 am - 11:25 am • Whitepaper Live Theater Sponsored By

The CXM Study is RAPP’s proprietary customer journey research methodology that is uniquely designed to illuminate prioritized opportunities for differentiated experience design based on a quantified diagnosis of the most significant points of pain, influence and/or apathy along the path to purchase and customer lifecycle. This research provides a core understanding of experience gaps as key drivers of brand preference and loyalty. By understanding the triggers and barriers at work, brands can create differentiated advantage in the moments that matter most, fueling customer acquisition, growth and retention.

Over the last three years, RAPP has fielded the CXM Study across 14 verticals (both B2C and B2B). Through comparative analysis across these studies, we have identified 20 commonly missed opportunities for brands in any industry to create a more meaningful, more valuable, differentiated brand experience. Come learn more about this opportunity to quantitatively understand your customer’s journey during this intimate and informative session.


Courtney De La Peña, Senior Vice President, Consumer & Market Intelligence Solutions, RAPP
Laura Taylor, Director, Consumer & Market Intelligence Solutions, RAPP