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Panel Discussion: Digital CX Lessons Learned from C-19: From Lockdown to Re-Opening
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About the talk
During the COVID-19 crisis organizations had to shift their business models to a digital first model, reducing their customer interactions, and digitizing their whole operations in some cases. We will discuss real world examples of how different organizations reacted, and some of the lessons they learned along the way. Join us in this insightful DCX discussion as we look at:
What different organizations did, what they would change, and what they will keep doing?
How their customers reacted, and whether they experienced higher or lower engagement?
What will customers value most going forward?
How will COVID-19 transform organizations
Some of their success stories – and a few misses
Hear front line stories on how organizations shifted during the COVID-19 crisis and their lessons learned
00:00 Intro
00:30 Heloise Ardley
02:12 Dan Wakabayashi
05:56 Work in Covid-time
07:42 About adapting
11:50 Changing for small vs big business
14:10 How to Build Empathy
17:18 Digital communication
18:40 Expectations of behavior
23:00 Lessons of Lockdown
25:40 Transformation of small business inside
29:00 How to improve CX
About speakers
Hello, it's nice to meet you. Most simply put, "I'm a connector" who helps people achieve their best lives in business. Here's a quick overview of who I am and how we might be right for each other. Senior executives: I connect executives to the best of class digital solutions and thought leaders in the world in order to attack "that one thing that keeps you up at night."
View the profileInspirational leader with 14 years experience building and leading CX, UX, customer services and operations teams in start-up and scale-up environments. Proven track record of leading multi-continent, company-wide, cross-functional teams in the design, redesign and launch of impactful human-centered solutions - improving employee engagement, customer experience and positively impacting the bottom-line. Able all-rounder, passionate presenter, confident coach and determined design thinker, able to motivate people and build solid relationships with people at all levels and across functions.
View the profileDigital Transformation consultant, Organisation culture designer, Strategic programme delivery • Digital Transformation experience • Global Education market expertise • Publishing and Media • Engage and drive people to deliver outcomes • Able to perform in a global, multi-cultural environment, and scale and adapt processes accordingly
View the profileIncluded in subscription
It's the Digital customer experience lessons learned from covid-19. You know, what? What do we learn? What we take forward? We have a panel of great. Experts. Number one, Dan, morose, the director of customer experience. At mu we have Heloise from Wait,, that's so funny. How the hell are we? Will be moderating. And we also have me Dennis, black lab. I'm sorry, honey, bun. Thank you so much for joining us and we have gas. So I didn't make the tea and remember the panel and Dan from you, and then Dennis is going to
stay until the conversations about Lessons Learned From competitive. It from London to be opening in my house to seven weeks and it's a bit Fed Up. Spring is coming and I think we had a good conversation. Books about these quotes that had made the vans on LinkedIn last year and transformation. You will see. And we will discuss the fight that's coming at all. This leading, a massive accelerator of change in in business. And if a storm organization, it was. You had already laid the foundation for that change, but it was digital technology or customer service behaviors. And for
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