[Closing Keynote] How the Pandemic Forever Transformed Customer Experience

The last two years have ushered in a dramatic acceleration of digital transformation. In fact, a recent McKinsey survey estimates that the pandemic sped adoption of digital technologies by seven years. From contactless pickup, to digital contact tracing and improved omni-channel experiences, many physical or in-person experiences have transitioned online – with customer demand for these conveniences set to stay.

How do you rethink your overall experience in a world where customers no longer distinguish between online and offline? Staying competitive in this new business environment requires new strategies to keep customers engaged and brands investing in their digital experience and transformation.  

•  Take a holistic approach to CX – including shared goals, priorities, and measures of success
•  Leverage the right customer feedback and journey focus
•  Utilize DXP and service design tools to plan, design, and optimize experiences and resources across channels and teams