About this virtual keynote
Firstly, thank you to Ana and the amazing team at LinkedIn for asking me to be their keynote to present on the Future of Customer Experience. In a change of gear, and because the pandemic meant we couldn’t meet face to face, every participant was sent their very own coffee and Gin making kits beforehand so they could experience the spirit of the event at home. And it went down a storm.
During the presentation I discussed the accelerating rate of global disruption and its effect on company strategies and buying behaviours. Then we switched gears and took a deeper dive into what all these changes mean for how companies collect and analyse customer data while at the same time ensuring customer privacy and security, before moving on to how they can use new technologies, such as Digital Humans, to re-imagine the customer experience.
We also discussed the importance of culture and vision, as well as new disruptive innovation frameworks that will help companies both defend themselves and go on the offensive against today’s increasingly powerful tech giants who, as we’re seeing all too regularly now, see every industry as fair game, irrespective of the size or reputation of those industries legacy incumbents.
All in all it was a great virtual event, with great collaboration and camaraderie, and I look forwards to seeing everyone IRL sometime soon …
