CX 2021: Why Different Times Call For Different Thinking

CX 2021: Why Different Times Call For Different Thinking

Build innovation

You need a sharp definition of what you want to achieve and what experience you want to deliver. Clarity of purpose and a culture of reinvention and innovation allows you to map the changes in customer behaviour that are waiting around the corner. How do you set yourself up to discover the critical experiences that your customers want and keep them loyal?

Data » trust » loyalty

Legislation like GDPR has handed more power and control to customers, and the rising level of distrust in all institutions in 2021 is only likely to worsen the problem for brands. 2020 saw trust given a boost, but the increase in customers sharing their data appears to be on the wane. In 2021, how do you offer experiences that make the value-exchange transparent, boost customer ownership and optimise trust?

Technology: bringing it all together

Smart engagement with appropriate analytics is the goal of the customer-centric brand. As your customers move across touchpoints and portals, how do you optimise the technology to ensure your view remains constant so that your actionable data can give your customers what they need now and in the future?