How are CX leaders responding to the customer experience megatrends?

[Available on demand]

Do you want to know what lies ahead in terms of digital transformation? Or how AI could have a major influence in 2022 and beyond?

We recently partnered with, the leading online resource for customer service and customer experience professionals, on a virtual roundtable!

Our CX Specialist Mark Grainger alongside Patricia Sanchez Diaz (PA Consulting), Tabitha Dunn (Ericsson) and Keith Gait (The CX Foundation) discussed how they are responding to the customer experience megatrends – and how they are preparing for 2022.

The recording is now available on demand.

CX management has been characterised by a number of megatrends over the past year. These include:

  • Acceleration of digital transformation plans
  • Rise of digital self-service; the need to better understand changing customer journeys
  • The requirement for joined-up experiences even as contact channels proliferate