Welcome and Introduction

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

Interactive Workshop

In this interactive workshop we’ll discuss the ways in which we’re ensuring covid remains at the forefront of change in our own businesses, giving us a unique opportunity to delve into the topic a little deeper and lean on the collective intelligence and shared experiences of the members.

Thank you and closing comments