Learn to: Evaluate your existing strategy Provide the optimal customer experience for today's mobile consumer Avoid the pitfalls of an outdated approach Focus on your customers The way you communicate with your customers is evolving. Today's consumers carry with them technologies like smartphones that enable them to connect with your organization anytime and anywhere. These technologies put added pressure on your customer experience -- to survive and profit, your customer experience strategy needs to be top of mind. Know and understand your customers -- who do you serve and what are their preferred communication methods Discover how the customer experience has been changing -- meet the challenge presented by this evolving experience Evaluate your business -- know the quality of customer experience you deliver Provide the best possible customer experience -- listen to your customers, meet their demands, exceed their expectations, deliver consistency Open the book and find: How today's customers (and their expectations) have evolved Ways to identify how your customers wish to interact with your business How to assess and improve your current customer experience strategy The value of investing in your customer experience The cost of a dated strategy Best practices for providing the optimal customer experience.