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Future of CX

On-demand virtual roundtable – How to prepare for the future of CX


Watch our virtual roundtable discussion, where we debate what lies in store for customer experience and service professionals. 

27th Aug 2020
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The coronavirus pandemic has led to dramatic shifts in customer behaviour, from the way we shop to the way we contact a brand with a customer service query. 

As we look ahead to a world turned upside-down by COVID-19, how will customer experience professionals adapt to the new business environment they’re facing, and the new customer mindsets and behaviours that have evolved as a result?

In our on-demand webinar, we spoke to a panel of CX experts and practitioners, including Zoopla’s head of customer success, Olivia McMillan and Shell Energy’s director of customer service, Andrew Eadle, to establish how they expect their roles to change in the coming months.


In this webinar, our panel of experts discussed:

  • The challenges facing customer experience in the coming months
  • Why opportunities exist for those CX professionals that adapt quickly
  • Why meeting customer expectations is more important than ever
  • The strategies and tools required to support CX through the coming months

With the event also featuring an extensive interactive session with the audience, the roundtable provided a unique opportunity for audience members to learn how other organisations have adapted and revised their CX and customer service operations for the near and long-term future, and how you can too.



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