What are the major shifts in customer expectations, today and tomorrow? How have digital native business reshaped the rules of the game? Will AI ever be able to replace emotional intelligence? And how can you drive brand advocacy and loyalty in a constantly changing world?
In our CX21 series, some of the brightest minds explore the major trends, opportunities, and challenges in the world of CX in the 21st century, focusing on how brands can thrive in this dynamic context.
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The pace of change
The pace of change in the 21st century is higher than ever before. Will it continue to accelerate and in which direction? Explore the drivers behind the rapidly evolving customer expectations and the impact on customer journeys
Speakers :
Olivier Duha – Webhelp
Mark Hillary – Carnaby Content
Michael DeSalles – Frost & Sullivan
Peter Ryan – Ryan Strategic Advisory
James Anderson – Bain & Company
The new customer expectation in the KnowMad society
“You are offline”, three of the scariest words today. Our world is shaped by 24/7 access to information and connectivity. How does this influence the way we live, work, and consume products and services? Let’s look at the impact these technological and societal developments have on customer expectations, making the wow of today the standard of tomorrow.
From buying to experiencing
In a world that’s increasingly experience focused, how do you position your brand and CX from product-first to experience first?
We discuss the shift towards journeys versus interactions and the opportunity for brands when they get this right.
Mark Hillary – Carnaby Content
Dave Pattman – Gobeyond Partners
Adrian Furnham – Norwegian Business School
Anytime, Anywhere, Any device
Audiences expect a unified CX proposition, regardless of need, channel, location, or time. How are brands meeting these ever-increasing demands on CX solutions, and how should they prepare for the future marked by the rise of new channels and technologies.
Peter Ryan – Ryan Strategic Advisory
James Anderson – Bain & Company
Chams Ejjaouani – Zendesk
Michael DeSalles – Frost & Sullivan
Ali Close – IDC
Information overload
Customers’ desire for truly relevant useful and timely information is insatiable. They seek products, tools and services that provide the right information at the right time, in a digestible, intuitive, and actionable format, tailored to the individual. With across-the-board progress in the pillars of AI, expectations around information collection and delivery are only set to heighten, so how can brands make sense of this complexity?
Dave Pattman – Gobeyond Partners
Peter Ryan – Ryan Strategic Advisory
Chams Ejjaouani – Zendesk
From buying to experiencing
In a world that’s increasingly experience focused, how do you position your brand and CX from product-first to experience first?
We discuss the shift towards journeys versus interactions and the opportunity for brands when they get this right.
Mark Hillary – Carnaby Content
Dave Pattman – Gobeyond Partners
Adrian Furnham – Norwegian Business School
Anytime, Anywhere, Any device
Audiences expect a unified CX proposition, regardless of need, channel, location, or time. How are brands meeting these ever-increasing demands on CX solutions, and how should they prepare for the future marked by the rise of new channels and technologies.
Peter Ryan – Ryan Strategic Advisory
James Anderson – Bain & Company
Chams Ejjaouani – Zendesk
Michael DeSalles – Frost & Sullivan
Ali Close – IDC
Information overload
Customers’ desire for truly relevant useful and timely information is insatiable. They seek products, tools and services that provide the right information at the right time, in a digestible, intuitive, and actionable format, tailored to the individual. With across-the-board progress in the pillars of AI, expectations around information collection and delivery are only set to heighten, so how can brands make sense of this complexity?
Dave Pattman – Gobeyond Partners
Peter Ryan – Ryan Strategic Advisory
Chams Ejjaouani – Zendesk
Leaders of today, unicorns of tomorrow
It’s like magic! We live in the age of the unicorns. How have these ‘new’ players reshaped the rules of the game with their CX-centric approaches? Delve into the new paradigm created by the leaders of today and the unicorns of tomorrow.
Leaders Lessons Vol 1
Even with many new unicorns showing at the horizon, several established players remain firmly at the top. How do the CX driven giants of 2021 maintain their competitive edge in this new age and always think customer first?
Sophie Pietremont – Zendesk
James Anderson – Bain & Company
Peter Ryan – Ryan Strategic Advisory
Mark Hillary – Carnaby Content
What can we learn from unicorns?
Customer expectations have evolved rapidly, being met with value propositions of new players addressing needs we didn’t even know we had before. From brick and mortar to online barter brands and online marketplaces, driven by a rise in environmental consciousness, what are the major trends in the age of the unicorns?
Chams Ejjaouani – Zendesk
Chloe de Mont-Serrat – The Nest by Webhelp
Sandrine Asseraf – Webhelp
Leaders' Lessons Vol 2
Is it magic? What makes a unicorn a unicorn? Discover how does a CX centric approach spells success for digitally native brands, and what established players can learn from the new generation magicians
Peter Ryan – Ryan Strategic Advisory
Sophie Pietremont – Zendesk
Chams Ejjaouani – Zendesk
Mark Hillary – Carnaby Content
What can we learn from unicorns?
Customer expectations have evolved rapidly, being met with value propositions of new players addressing needs we didn’t even know we had before. From brick and mortar to online barter brands and online marketplaces, driven by a rise in environmental consciousness, what are the major trends in the age of the unicorns?
Chams Ejjaouani – Zendesk
Chloe de Mont-Serrat – The Nest by Webhelp
Sandrine Asseraf – Webhelp
Leaders' Lessons Vol 1
Even with many new unicorns showing at the horizon, several established players remain firmly at the top. How do the CX driven giants of 2021 maintain their competitive edge in this new age and always think customer first?
Sophie Pietremont – Zendesk
James Anderson – Bain & Company
Peter Ryan – Ryan Strategic Advisory
Mark Hillary – Carnaby Content
Leaders' Lessons Vol 2
Is it magic? What makes a unicorn a unicorn? Discover how does a CX centric approach spells success for digitally native brands, and what established players can learn from the new generation magicians
Peter Ryan – Ryan Strategic Advisory
Sophie Pietremont – Zendesk
Chams Ejjaouani – Zendesk
Mark Hillary – Carnaby Content
Purposeful human experiences
What is humanity? In all its positive shapes, it has become key in business success. In an era where consciousness and a cry for change are higher than before, investing in positive impact isn’t a nice to have anymore. So how can brand address the higher standards set by their customers, and drive change for the better?
The rise of consumer consciousness
Brand perception is heavily influenced by consumer consciousness as they increase their cry for change from their favorite brands. How can investing in their ESG strategy help brands drive brand advocacy?
Adrian Furnham – Norwegian Business School
François Faelli – Bain & Company
Sandrine Asseraf – Webhelp
Creating a purpose-driven enterprise
Companies could have a bigger impact than governments in driving change, creating a new paradigm. How do brands drive brand loyalty by adapting their role in a constantly changing world?
François Faelli – Bain & Company
Rita Soni – Everest Group
Sandrine Asseraf – Webhelp
Impact sourcing for business impact
It’s not charity. With the rapid technological advancements, inclusive sourcing helps businesses tap into the best talent that might have had hurdles to the labor market before, winning the war on talent while positively impacting the lives of many.
Rita Soni – Everest Group
Sandrine Asseraf – Webhelp
The rise of consumer consciousness
Brand perception is heavily influenced by consumer consciousness as they increase their cry for change from their favorite brands. How can investing in their ESG strategy help brands drive brand advocacy?
Adrian Furnham – Norwegian Business School
François Faelli – Bain & Company
Sandrine Asseraf – Webhelp
Creating a purpose-driven enterprise
Companies could have a bigger impact than governments in driving change, creating a new paradigm. How do brands drive brand loyalty by adapting their role in a constantly changing world?
François Faelli – Bain & Company
Rita Soni – Everest Group
Sandrine Asseraf – Webhelp
Impact sourcing for business impact
It’s not charity. With the rapid technological advancements, inclusive sourcing helps businesses tap into the best talent that might have had hurdles to the labor market before, winning the war on talent while positively impacting the lives of many.
Rita Soni – Everest Group
Sandrine Asseraf – Webhelp
The Happiness Equation
Happy teams make happy customers, but why is that? Explore the relationship between employee and customer experience, and the key focus areas to make a real impact for your people, customers, and brand.
The Trust and Safety equation
How can we plan for an ever more data-centric future? Protecting brands and their fans in an ever more online world is key. And how do we educate the end user of any product or service in a hyper-personalized, data driven, privacy challenged world?
Dave Pattman – Gobeyond Partners
Mark Hillary – Carnaby Content
Michael DeSalles – Frost & Sullivan
Peter Ryan – Ryan Strategic Advisory
The advisor of tomorrow
We know digital channel adoption is increasing. But what does this mean for customer service advisors? We explore what skills people will need for the future, and how brands can attract and engage their ambassadors of tomorrow.
Adrian Furnham – Norwegian Business School
Peter Ryan – Ryan Strategic Advisory
Mark Hillary – Carnaby Content
Michael DeSalles – Frost & Sullivan
How to drive EX
Brand reputation hinges not only on CX but also EX. Why is it key for brands to invest in their employee experience and how does it translate to business success, helping brands win the war on talent and boosting their brand perception in a fully transparent online world.
Adrian Furnham – Norwegian Business School
Sandrine Asseraf – Webhelp
Chams Ejjaouani – Zendesk
Wellbeing for the win
How has the focus on mental health and employee wellbeing shaped future approaches to CX? If our teams are unhappy, can they deliver top-notch CX? Let’s focus on the importance of engagement to drive happiness
Adrian Furnham – Norwegian Business School
Sandrine Asseraf – Webhelp
Rita Soni – Everest Group
The Trust and Safety equation
How can we plan for an ever more data-centric future? Protecting brands and their fans in an ever more online world is key. And how do we educate the end user of any product or service in a hyper-personalized, data driven, privacy challenged world?
Dave Pattman – Gobeyond Partners
Mark Hillary – Carnaby Content
Michael DeSalles – Frost & Sullivan
Peter Ryan – Ryan Strategic Advisory
The advisor of tomorrow
We know digital channel adoption is increasing. But what does this mean for customer service advisors? We explore what skills people will need for the future, and how brands can attract and engage their ambassadors of tomorrow.
Adrian Furnham – Norwegian Business School
Peter Ryan – Ryan Strategic Advisory
Mark Hillary – Carnaby Content
Michael DeSalles – Frost & Sullivan
How to drive EX
Brand reputation hinges not only on CX but also EX. Why is it key for brands to invest in their employee experience and how does it translate to business success, helping brands win the war on talent and boosting their brand perception in a fully transparent online world.
Adrian Furnham – Norwegian Business School
Sandrine Asseraf – Webhelp
Chams Ejjaouani – Zendesk
Wellbeing for the win
How has the focus on mental health and employee wellbeing shaped future approaches to CX? If our teams are unhappy, can they deliver top-notch CX? Let’s focus on the importance of engagement to drive happiness
Adrian Furnham – Norwegian Business School
Sandrine Asseraf – Webhelp
Rita Soni – Everest Group
AI and Analytics, fuel for the future
The robots are coming! But is that a bad thing? We unpick the best of AI and analytics to create unforgettable, human experiences, and explore how people and technology in brilliant harmony can lift CX to the next level, today, and a hundred years from now.
Power of emergent AI
What does AI really mean for CX? From chatbots to machine learning, we’ll cover the opportunities and pitfalls of this vital tech and discuss the most exciting new developments.
Dave Pattman – Gobeyond Partners
Dr. Arjan van Hessen – Telecats
Arte Merritt – Amazon Web Services
Mark Hillary – Carnaby Content
Ali Close – IDC
James Anderson – Bain & Company
Hyper Personalization, not optional
Tech brands, subscription services and many more business are entering a new phase of product personalization, creating CX on an individual basis. What can we learn from these cutting-edge approaches, and how is it shaping customer expectations?
James Anderson – Bain & Company
Ali Close – IDC
Mark Hillary – Carnaby Content
Dave Pattman – Gobeyond Partners
Sophie Pietremont – Zendesk
CX2121
Does AI spell the end of the CX workforce, and is it the biggest opportunity we’ve ever had to overhaul the industry? We unpick CX 100 years from now with the best minds in the industry, imagining the role of people and technology in creating seamless, human experiences.
Olivier Duha – Webhelp
Mark Hillary – Carnaby Content
Ali Close – IDC
Power of emergent AI
What does AI really mean for CX? From chatbots to machine learning, we’ll cover the opportunities and pitfalls of this vital tech and discuss the most exciting new developments.
Dave Pattman – Gobeyond Partners
Dr. Arjan van Hessen – Telecats
Arte Merritt – Amazon Web Services
Mark Hillary – Carnaby Content
Ali Close – IDC
James Anderson – Bain & Company
Hyper Personalization, not optional
Tech brands, subscription services and many more business are entering a new phase of product personalization, creating CX on an individual basis. What can we learn from these cutting-edge approaches, and how is it shaping customer expectations?
James Anderson – Bain & Company
Ali Close – IDC
Mark Hillary – Carnaby Content
Dave Pattman – Gobeyond Partners
Sophie Pietremont – Zendesk
CX2121
Does AI spell the end of the CX workforce, and is it the biggest opportunity we’ve ever had to overhaul the industry? We unpick CX 100 years from now with the best minds in the industry, imagining the role of people and technology in creating seamless, human experiences.
Olivier Duha – Webhelp
Mark Hillary – Carnaby Content
Ali Close – IDC