What’s Next in CX?

It is the first time in human history that we have five generations living, working, and quarantining simultaneously. Customers’ spending habits and the importance of different products and services are morphing and leapfrogging previously set milestones.


With this new mindset and fluid behavior, brands will need to leverage their customer service experience and augment it with the right strategy to succeed in the upcoming “new normal.”


What will be the effect of this unique moment on customer relationships? How will it differ by generation? No one knows the answer, but we have assembled a team of experts to guide us in a lively conversation regarding the key questions and trends to consider in this “new normal.”

The COVID-19 outbreak has changed the way we work, study, have fun, and connect. Once this crisis is over, we will finally return to normal. But, faced with how we are living and what we are experiencing today, how can life ever be what it used to?


This moment is the perfect time to reflect collectively on the lessons learned as we reinvent what normal will look like from now on.


“Path to the New Normal” is a bi-weekly Digital Event Series, featuring industry and Teleperformance experts as they deliver key learnings around topics such as Work-at-Home, Automation, Customer Experience, and Digital Sales. “Path to the New Normal” is organized and curated by Teleperformance in cities across Europe, North America, Latin America, and Asia.


 

About the "Path to the New Normal" Webinar Series

Confirmed Panelists - What’s Next in CX?

Global Thought Leader on the Future of Customer Relationships

Steven Van Belleghem

Steven is a co-founder of the consultancy firm, Nexxworks, and the content creation company, Snackbytes. Author of four bestselling books, Steven’s first title, “The Conversation Manager,” won the award for Most Innovative Marketing Book of 2010. His other book, “When Digital Becomes Human,” won Best Marketing Book of 2015, while his most recent one, “Customers the Day After Tomorrow,” was nominated for Best International Business Book.

Dr. Nicola Millard

Head of Customer Insight & Futures,

BT Global Services Innovation Team


Dr. Nicola Millard received her Ph.D. in Motivational Technologies in Contact Centers from Lancaster University in 2005 and published her first book in 2009. An award-winning presenter, Dr. Millard has two TED Talks, hundreds of conference panels, chair designations, and keynote sessions under her belt. She regularly pops up on radio and TV around the world and sits on several award panels.

William Fritcher

Division President

Teleperformance in EWAP


Will has 18 years of industry experience in multichannel support organizations and has led several global teams over multiple geographies and languages, driving consistency and top-rank partner performance. His expertise includes technology, cable/satellite, travel, financial, retail, ISP, E-commerce, and wireless verticals.

Marina Netto Campos

Global Head, Teleperformance Customer Experience Lab (CX Lab)


Marina is our moderator in this session. She has over 20 years of experience in a variety of roles, including strategy and research across three continents.
She specializes in the analysis of key verticals to identify major trends and conducts primary research to understand consumer preferences, for dissemination internally and to clients.

What's Next in CX

As COVID-19 continues to affect business operations throughout the world, what can companies do to increase customer satisfaction, loyalty and advocacy?

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What’s Next in CX?

COMING NEXT...

PATH TO THE NEW NORMAL

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