Sitting in our homes away from offices, working with an overwhelmingly high volume of video calls while keeping the kids/partners/pets in check, it’s easy to miss the larger picture of what we are experiencing in COVID times. COVID-19, with or without a vaccine, is a reality. Possibly in a few years’ time, it will just be another viral infection amongst many, or possibly not.

But what will change forever is the definition of what we lovingly know as CX or DX or Digital Transformation. This keynote will address the change in customer behaviors, how this may impact CX given where we are today, and how we can account for that in the products, services and journeys through which we remain relevant to our customers.

In this session you will:

1. Understand the context for shifting customer behaviors
2. Glean insights into what today’s behaviors portend for post-pandemic CX
3. Gain new perspectives on approaches, and examples of using those insights, to building new digital propositions