Navigating COVID: Adapting CX Continuity to CX Sustainability

Presented by

Rob Allman, SVP: Customer Experience, NTT Ltd and Mike Wells, Senior Director: Consulting, NTT Ltd

About this talk

Our experts discuss the impact of the COVID-19 pandemic on customer experience, and how organizations are best able to navigate a climate defined by unprecedented change and disruption to ensure their current CX continuity, and future CX sustainability. Following the announcement of a global pandemic, organizations had to move quickly to ensure CX continuity. For many, this has meant the need to accelerate CX efforts to efficiently and effectively enable CX agents to work remotely, and provide them with the platform and tools needed to remain connected to customers. The importance of accelerating your CX transformation, and developing a cohesive and sustainable CX strategy, is more important now than ever. In this session our experts, Rob Allman, SVP: Customer Experience, NTT Ltd., and Mike Wells, Senior Director: Consulting, NTT Ltd., will cover the following topics: • Adapt from CX Continuity to CX Sustainability • Latest CX research and trends from a COVID-19 perspective • Accelerating CX sustainability

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