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CX megatrends

Roundtable: How are CX leaders responding to the customer experience megatrends?


Customer experience management is being influenced by several significant trends - but how should CX leaders respond?

2nd Dec 2021
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As customer experience leaders prepare to take their CX strategies into 2022, a number of significant trends are influencing their plans. So what are these trends and how are customer experience professionals responding to them?

On December 2, at 11AM GMT, MyCustomer and Engage Hub hosted a discussion featuring some of the leading lights from the frontline of customer experience management, discussing how their CX programmes have responded to these trends and debating how the profession will evolve in the coming year as a result. 

The roundtable was hosted by Keith Gait, leader at The Customer Experience Foundation, former head of customer experience at Stagecoach and a previous finalist of CX Leader of the Year.

On the panel were:

  • Tabitha Dunn, chief customer officer at Ericsson and a 2021 CX Leader of the Year finalist.
  • Patricia Sanchez Diaz, principal consultant at PA Consulting, former head of CX at Centrica and a previous CX Leader of the Year finalist. 
  • Mark Grainger, VP sales Europe at Engage Hub. 

We learned:

  • What the biggest trends influencing customer experience are. 
  • How the trends are impacting customer experience strategies. 
  • How customer experience leaders are acommodating these trends in their CX trends. 
  • How you should be responding in your own CX strategy. 

Watch now and hear how customer experience professionals are planning for the coming year. 




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