Some retrospective but future-inspiring reading summarising day 1 of the virtual CX Marketing Summit 2020.
Turning the COVID-19 crisis into an opportunity
Customer strategy: The missing link
Do you have a clear Customer Strategy to shape the focus of your CX programme and supercharge its delivery and impact? The reality is that not only many organisations overlook this aspect of the CX programme, but many do not have the right skills and tools to design a successful and brand-aligned Customer Strategy.
Generation e-Z-perience
Once upon a time, design was for kids
AI is like pixie dust
Emotions are loud but nobody listens
The colours of the CX rainbow
This year I will get fit!
A healthy CX is essential to build the organisational fitness required to compete successfully in a challenging environment. Most organisations set out some CX objectives and targets at the beginning of each financial year, but how many of these organisations keep the right focus and resources behind them?
Are you playing Whack-A-Mole or Connect 4?
Like a Knight at King Arthur's Round Table
Who should be accountable for the customer experience and where should this sit within the organisational structure? This is still a question many organisations are debating. While there is no one-size-fits-all answer, this will have a radical impact on how the organisation approaches CX management.
Fan club or fickle users
I want a Bot and I want it now
There is currently a clear trend in Customer Experience circles. It seems it has become almost impossible to attend a CX event without hearing people talking about Artificial Intelligence (AI) and chatbots. Yet, is AI still only the fancy gadget in fashion, or is it the solution to a real customer and organisational need?
