Welcome to Episode 5 of the CX Of the Future Podcast, The Fork in the Road. This episode is all about the strategic direction to follow post-COVID. How companies are re-imagining and re-designing the CX of the future.

Hosted by Dr Steve Nuttall, Director at Fifth Quadrant and Mat Wells, Solutions Consultant at Verizon.

This week we are joined by Kris Lane and we welcome back Cary Cusumano. Kris is the UX Team Lead for Air New Zealand. Cary is Verizon's Principal Client Partner in CX Design Global Leader of CX Practice.

Together they discuss what will CX and EX look like in the future.  What is the workplace/workspace of the future? What technologies will be deployed? What customer communications channels will become the norm? What are the risks of turning the clock back?

Even before COVID-19, there was a trend of industries getting closer and closer to the customer, e.g. AI-enhanced automated financial coaches, apps that manage our health issues, and organisations that deliver point to point mobility services. We talk about the evolution of this trend.

Companies are evolving from being product-centric to being customer-centric and COVID has accelerated this change. In that evolution, how do you bring your whole organization along?

The culture of work from anywhere and flexibility is probably here to stay. What are the common elements that will determine the strategies for the new employee experience?

Many businesses are pivoting to a data centric culture to answer customer problems. How are you looking at data in the right way to arrive at the right solution for the customer?

Finally, what should companies stop doing, start doing and accelerate?

Relevant links.
CX Maturity Report
The 7 Stages of a Pandemic
Verizon Business
The Future of Work: Leadership
The Smart Workplace
OWLLabs State of Remote Work

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