In this session...
The ways in which people work, shop, play, live and learn have changed dramatically because of the pandemic. The businesses that have survived, and in some cases thrived, have been those that were able to quickly and effectively pivot to serve changing needs. Uncovering and responding to unmet and even unknown needs is critical for growth. It pushes boundaries and stretches a company into new categories. It’s the only path to sustainable growth. To achieve this, organisations need to move from a focus on customer experience to business experience; a holistic approach that includes the entire workforce. This interview will explore the practices you need to put in place to evolve your organisation to operate in the business of experience. It’s time to re-build better.
What You'll Learn from This Session...
- Experience is everything, and what consumers value from companies has also changed; 81% have increased digital usage and that will continue. How does your CX strategy need to respond?
- Customer experience has become too homogenised; there’s very little differentiation from platform to platform and from brand to brand. How does CX need to evolve?
- Every single experience - how we work, how we buy, even how we attend conferences and interactive with one another - has been upended by the pandemic. What does this mean for the future of CX?
