Back to the CX future


Digital transformation, digital experience, digital assistants, digital everything and everywhere. The world of CX had to embrace and implement their digital strategy 5 times faster than they originally planned due to the COVID-19 pandemic lockdowns and restrictions. As Microsoft CEO Satya Nadella said, “We’ve seen two years’ worth of digital transformation in two months.” He added, “From remote teamwork and learning, to sales and customer service, to critical cloud infrastructure and security—we are working alongside customers every day to help them adapt and stay open for business in a world of remote everything.”
Organisations who get the formula right of balancing human touch with tech will become truly customer-centric leaders in CX

While doing regular research on the latest CX trends and development, I get to speak to many CX professionals from several different countries and regions and this year they are all saying the same thing.