Little Things, Big Impact. A single bad customer experience (CX) obviously has the power to tarnish a brand: Take your pick of recent PR fiascos to prove it. But subpar CX can chip away at your business even if you don’t have a major crisis on your hands. In fact, 42% of Americans will stop buying from a brand after only two negative encounters. Customers expect perfect harmony between every channel, employee, and feature in your product, but in a digital landscape where you rarely have total control, how do you deliver? The answer lies in the little things that matter. In his keynote presentation, Mark Josephson will outline best practices, tools and insights that will help brands understand and leverage the value of the little things that make a big difference in CX.