In discussion, Prof Dr Phil Klaus and Clientship' MD share compelling research and evidence which highlights how during the pandemic, consumer behaviour has significantly changed. So much so that many of the rules and routines in customer experience are no longer relevant.
Hear the evidence based research presented by Prof Klaus' white paper highlighting the three overarching shifts which are wake up calls for business if they wish to retain customers in the future.Using case evidence from his The CX Right Reply, Christopher complements these findings presenting how companies are positively responding to the changing requirements of CX.
With this insight, CX leads will be able to review their plans and adjust to align to the new expectations of customers. Both reports will be available following the presentation.