How can CX and customer insight teams better collaborate?

The customer insight function has become more important than ever during the pandemic. So how can it be better utilised by customer experience teams going forwards?

To explain how customer insight and customer experience teams can better collaborate, a panel of experts shared their thoughts and fielded audience questions as part of the CX Leader Sessions.

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.

Watch this invaluable Session now.