In 2020, CX programs continue to struggle to function at a state-of-the-art level. But the events of COVID-19 have made it more important to act now–and pivot to an approach that truly puts the customer at the center of everything you do.
Guest speaker Faith Adams, senior analyst with Forrester, and Eric Smuda, principal, CX strategy and enablement with InMoment, discuss the changes that companies are making, and how those decisions impact their relationship with their customers.
Tune in to hear:
- What it means to have a state-of-the-art CX program
- What specific steps you must take to chart your path to a state-of-the-art program
- How to identify the right partner/vendor to help you on your journey
- How to avoid CX program stagnation