6 Shifts That Are Reinventing CX

Companies are scrambling to meet customers’ ever-escalating expectations, rising transaction volume, and increased interaction complexity while faced with aging technology, resource constraints, and a lack of agility. In response, comprehensive changes are happening to the inner workings that support the customer experience.

Join us as we discuss findings from “The State of Customer Experience 2021”— surveys of 2,629 consumers and 690 CX executives — that shows we’re entering a new phase of CX. We’ll also present recommendations on actions you can take right now to clear a path toward CX leadership.

Available:
On Demand
Duration:
1h 00min

You will learn:

  • Why AI is a top strategic priority for CX organizations 
  • Where siloes are the greatest barriers to success
  • Why balancing data use and privacy is table stakes  
  • How to best to adjust to the shift in channel use 
  • When it’s optimal to shift to the cloud
  • Who among your frontline staff are poised to shine

While some organizations flounder, companies that lead with CX have countless opportunities to win in today’s experience economy. Register today to make sure your company is ready.    

Featured Speakers

  • Adrian Swinscoe
    Adrian Swinscoe
    Advisor

    Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now. His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses. Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience. He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson), published an exciting new book: Punk CX in 2019 and is working on a follow up due out in late 2021.

  • Ginger Conlon
    Ginger Conlon
    Thought Leadership Director
    Genesys

    An award-winning editorial leader who has covered marketing and CX for the majority of her career, Ginger Conlon is currently thought leadership director at Genesys. Additionally, she is president of DMCNY. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines she set the editorial vision and strategy, which led to increased readership, reader engagement, and revenue. Ginger received a DMCNY Silver Apple lifetime achievement award for her contributions to the marketing industry.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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