Hosted by MyCustomer managing editor Neil Davey, the panel features Nina Jones, head of advisor experience at Fidelity International; Avis Easteal, regional head of consumer at Luxasia; and Paul Laughlin, founder and managing director at Laughlin Consultancy.
Key discussion points include:
Why has the customer insight function been so important over the last 18 months.
What have been the biggest challenges for insight teams.
What impact has the pandemic had on research methods, and the way that research is conducted.
How have insight teams adapted and how will this benefit CX in the long-term.
How have our panellists used customer insights to improve CX.
After two decades of experience working as a journalist and editor covering business and technology, including over 15 years as editor of MyCustomer, Neil now works as senior content manager at skills-based workforce management platform provider Spotted Zebra. ...