WEBINAR REPLAY - Fixing Customer Experience Transformation

Which came first – The experientially transformed chicken, or the technologically transformed egg?

Fixing CX transformation so that CX can transform your organisation.

It has become widely recognised that organisational transformation is a cultural and operational challenge to fix the customer experience, that is then supported by technology. And not simply a technological challenge alone. Put bluntly, after a trillion dollars spent trying, we’ve finally realised that you can’t just throw software at a problem and make it go digital. But that very same statement implies that technology is how you deliver the answer, and not a route to the answer itself.

This leads to an interesting question – how do you work out what the answer to your customer experience problems are in the first place? Can you even properly define the problem you’re solving? Or properly prioritise your effort to create the maximum impact? What happens when a global pandemic changes the questions you’re trying to solve? Surely technology can help to define the answer as well as deliver the solution?

Watch our Webinar replay and join Andrew Stevens, Global Banking and Financial Services Principal at Quadient. As he discusses how technology can be used to transform the problem-solving process in customer experience and how you can leverage existing technology to support your objectives. Then Andrew explains how understanding the customer problem, improving your organisation culturally and operationally, and delivering the required CX transformation can actually be the same thing after all.