Building the Future – Customer Experience in the New Economy
The global lockdown has driven customer expectations and omnichannel engagement to new heights. Organisations no longer need to wait for mandatory budget cuts to optimise their CX journey and are already preparing for the post-Covid era, finding ways to enhance flexibility, spend wisely, and keep customer connections strong.
Businesses have experienced an impact both on revenue and innovation, and were forced to evolve in order to meet customer expectations. Digital transformation is no longer an option; companies must invest in the right technology to ease engagement for their customers and employees.
- How has consumer behaviour changed over the past year and how are organisations responding to this change?
- What are CX leaders’ current priorities and what challenges are they encountering while implementing them?
- How do organisations enable their employees to succeed? How are they tackling burnout and fatigue seen predominantly among sales and service staff?