How do we ensure CX remains at the forefront of change in the new COVID culture?

COVID saw many organisations embrace CX methodology out of necessity to help them rapidly evolve to meet new customer expectations and in some cases to survive. Across our organisations we shared an emotional and rational experience that saw the importance of CX increase and the work we do day to day become more relevant and essential than ever.

However, as we establish a new post-COVID culture, we ask our panel of CX leaders and ourselves, ‘how can we maintain this relevance, pace of change and ensure that our organisations do not revert back to pre-COVID caution about using HCD and CX to meet core business challenges?’. We’ll be asking our CX leaders to provide examples of change and action that may not have happened without the COVID catalyst and how they’ve worked to embed the customer-led thinking that emerged from the disruption resulting from the pandemic into their organisations.

Nigel Roberts, Managing Partner, Yell Creative
Luka Popovac, Head of Customer Experience, McDonald’s
Jenny Young, Managing Partner, Consumer Markets and Customer Advisory, EY
Jodi Bradford, Customer Experience Manager, nib

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Measuring and Demonstrating CX Success

Once an initiative has been implemented, demonstrating its effectiveness to gatekeepers and decision makers is imperative to ensure that CX is viewed as a contributor to growth, rather than a cost.

In this session, we’ll examine how CX practitioners can ensure they are measuring meaningful business metrics and how these can be used to demonstrate success, so that even the most pragmatic decision maker can be shown how delivering for the customer results in delivering for the bottom line.

Consistency is Key: Creating a Seamless, Connected and Consistent Customer Experience

A fragmented customer experience is a challenge many businesses face with siloed data, teams and systems making it difficult to obtain a holistic view of the customer and their experience. In this event, CX Collective members will come together to explore the ways in which we can work toward creating a unified customer-centric approach across the business that allows us to manufacture seamless and connected customer experiences.

Measuring and Demonstrating CX Success

Once an initiative has been implemented, demonstrating its effectiveness to gatekeepers and decision makers is imperative to ensure that CX is viewed as a contributor to growth, rather than a cost.

In this session, we’ll examine how CX practitioners can ensure they are measuring meaningful business metrics and how these can be used to demonstrate success, so that even the most pragmatic decision maker can be shown how delivering for the customer results in delivering for the bottom line.

Consistency is Key: Creating a Seamless, Connected and Consistent Customer Experience

A fragmented customer experience is a challenge many businesses face with siloed data, teams and systems making it difficult to obtain a holistic view of the customer and their experience. In this event, CX Collective members will come together to explore the ways in which we can work toward creating a unified customer-centric approach across the business that allows us to manufacture seamless and connected customer experiences.