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Panel Discussion: Digital CX Lessons Learned from C-19: From Lockdown to Re-Opening

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Dennis Wakabayashi
Global Innovation Advisor at Cemantica
+ 2 speakers
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Digital  Customer Experience 2021
February 10, 2021, Online
Digital Customer Experience 2021
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Digital  Customer Experience 2021
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About the talk

Digital CX Lessons learned from C-19: From lockdown to re-opening

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

Dennis Wakabayashi
Global Innovation Advisor at Cemantica
Dan Maross
Chief Operating Officer at Sharesy
Heloise Ardley
Founder at School for Rebels

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."

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Inspirational 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.

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Digital 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

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February 10 - 11, 2021
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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Dennis Wakabayashi
Dan Maross
Heloise Ardley