Global Innovation Evangelist - Salesforce
Reimagining the Customer's Experience: The Future of CX is Owned by the Customer and Needs a New, Post-Pandemic Operating System
Leading digital anthropologist and futurist Brian Solis has studied CX for two decades. He believes the pandemic forever changed the trajectory for CX innovation. In this special session, Brian will share the flipside of customer experience by focusing on the customer's experience. In his talk, he will reveal how their behaviors, mindsets, values, and expectations for engagement changed in the last year and how they continue to change. More importantly, he'll share how to organize around the customer, technology trends, and also the role you play in transformation.