The future of CX: How lessons from 2020 will shape the next decade
February 5, 2021 / 1:00 PM AEDT / 10:00 AM SGT
Join us for a look at what the next decade will hold as we explore the future of Customer Experience Management after a tumultuous 12 months.
We shifted to working from home, pivoted our business strategies, embraced digital transformation, and accelerated almost a decade of disruption — so what’s next?
In this webinar, we’ll explore the opportunities coming out of one of the toughest years in history, what it means for your customers, your employees, and your business.
What you will learn:
- How to reassess your metrics for 2021 and determine which CX metrics are still serving a purpose
- Uncover three main areas that will take us from traditional CX to true Experience Management (XM)
- Explore the bold moves CX professionals and programs should consider to adapt existing offerings and create forward-looking operations
Head of Qualtrics XM Institute
Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organisations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience.