#764: Closing the gap between brand promise and brand experience with Mark Wagner, Horizontal Digital

What if your brand's voice is drifting off-key in the ears of your customers, and you're the last one to know?

Agility requires more than just rapid execution; it demands a real-time, nuanced understanding of customer sentiment and the ability to translate that intelligence directly into action.

We are here at Sitecore Symposium in Orlando, Florida, and today we're going to talk about closing the gap between brand promise and customer perception. In an era of endless customer reviews, social media posts, and feedback channels, how can a large organization truly listen at scale and ensure its voice remains consistent and effective?

To help me discuss this topic, I'd like to welcome Mark Wagner, Senior Director of Strategy at Horizontal Digital.
About Mark Wagner

With over 20 years of experience in digital product strategy, design, and innovation, I am a Senior Digital Experience and Product Strategist at Horizontal Digital, a leading digital consultancy specializing in serving and delivering amazing solutions for clients, their customers, and their employees. I am a highly collaborative, strategic client partner tirelessly focused on helping solve the things that keep our clients up at night.
My core competencies include digital experience and product strategy, customer experience strategy, Lean UX, agile product design and delivery, service design, and user research. I specialize in financial services, diversified, commerce, and B2B products and services that are people-centered and purpose-built for both business and customer value. As part of my large portfolio of noteworthy accomplishments, I am most passionate about solving complex digital transformation challenges, delivering needle-moving digital products, and fostering collaboration and inclusion.

Mark Wagner on LinkedIn: https://www.linkedin.com/in/mrkwgnr/

Resources

Horizontal Digital: https://www.horizontal.com

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