As we rapidly transition into an era when we’re responding to customer feedback and allowing for more innovation around experience design, we’ll need to act a lot faster than we are today. This is driving significant behavioral change in consumers, who are demanding improved efficiency and automation while, conversely, also seeking out more authentic engagement with brands. This presents new challenges for businesses operating in a hyper connected, transparent and always-on “experience economy”. This means CX leaders must drive new levels of responsiveness and creativity into their ecosystems. And the way you drive these attributes into your ecosystems is to seize on the concept of business agility. Organizations that prioritize quick improvements using agile principles will move to the head of the pack.
The second edition of CX Matters Summit will take you on a journey to CX excellence, as we look at the increasing number of organizations combining efforts of the customer and marketing departments to provide consistent messaging and further enhanced customer understanding and insights, leading to tailored, personalized offerings that attract and retain a loyal customer base. This ‘invitation-only’ forum will provide CX leaders an unrivalled opportunity to explore how they can leverage CX to achieve competitive advantage in a fast changing customer and business landscape.