FutureM 2015 has ended
Get your 2015 all access pass today!

Celebrating its 6th year - FutureM brings together marketing and technology innovators for 3 days to contemplate and celebrate the future of marketing. We bring together the most relevant content and thought leaders, both locally and nationally, to create an environment of new ideas, connections, and inspiration. Named one of the "Must Attend Marketing Conferences for Leaders" in Forbes, this year’s event will be hosted at the Hynes Convention Center

Back To Schedule
Wednesday, October 7 • 11:45am - 12:30pm
The Experience Gap: How Brands Can Stop Disappointing People

Sign up or log in to save this to your schedule, view media, leave feedback and see who's attending!

80% of leaders say their brands offer a superior customer experience. Only 8% of customers agree. The result? A gap between what consumers expect from brands and what they actually experience when they interact with brands.


Many brands are all promise, no proof. But in a digitally empowered era, brands that don’t deliver on expectations are either quickly forgotten – or worse sabotaged – by detractors. And it shows in their business results. In a five-year study of stock performance, customer experience leaders demonstrated a cumulative 69% advantage in performance over customer experience laggards. So today, brands must learn to mind The Experience Gap, finding ways to close it and align brand promises to the proof delivered to consumers at every turn.


Questions Answered:

  • Why do brands need to mind the Experience Gap and how is the bottom line impacted?
  • How do marketers take an active role in identifying and fixing their brand’s Experience Gap?
  • What types of initiatives are capable of repairing Experience Gaps once they’ve been identified?

avatar for Ben Grossman

Ben Grossman

VP, Strategy Director (@BenGrossman), Jack Morton Worldwide
As a marketing and advertising strategist, Ben Grossman sits at the intersection of brand strategy, communications planning and marketing effectiveness. His industry and thought leadership have sent him around the world to speak to Fortune 100 audiences and have been central to driving success for some of the world’s most notable brands.   Attuned... Read More →

Track Hosts
avatar for Scott Ernst

Scott Ernst

Entrepreneur, Business Builder & Advisor (@scotteernst)
Scott was most recently chief executive of Millward Brown Digital (aka, Compete) building the team from a startup to a $100+ Million profitable company and a recognized leader/brand in the digital marketing space as both a private company and through the successful integration within... Read More →

Wednesday October 7, 2015 11:45am - 12:30pm EDT
Room 313

Attendees (0)