Tuesday 7 December 2021
2:00-3:00 PM GMT
We are pleased to invite you to an exclusive discussion with your peers to gain your perspective in support of our ongoing industry research.
Customer needs and expectations are evolving faster than ever before. Behaviour changes dynamically, based on context and convenience. Everything we thought we knew about demographic segmentation and personae no longer applies.
Before the pandemic, digital interactions were already growing exponentially as customers developed the expectation to self-serve and discovered digital channels and applications as an alternative to voice in all matters of routine.
During the pandemic, commercial and public organisations turned to digital channels to ensure the resilience of their CX delivery, creating a surge in digital engagement of tsunami proportions. Consequently, an organisation must curate and improve its digital delivery continuously because assertive consumers are now highly capable of judging its quality.
Join us for this interactive session to discuss:
Join Odigo, Frost & Sullivan and a select group of your peers, as we explore trends in customer behaviour and attitudes, the future state of CX and how to architect resilience into customer journeys and maximise agility. During this virtual think tank, Frost & Sullivan's Alexander Michael, Global Practice Area Leader –Information & Communications Technology –will moderate an inspiring discussion about harnessing the best of digital. Come prepared to share your best practices and lessons learnt.
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