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Group Futurista hosted yet another fruitful webinar “The future of Digital Customer Experience”

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Group Futurista hosted yet another fruitful webinar “The future of Digital Customer Experience” on the 24th May at 1500 BST/1000 ET.

Group Futurista hosted yet another fruitful webinar “The future of Digital Customer Experience” on the 24th May at 1500 BST/1000 ET. The webinar was hosted by Richard Hurst and sponsored by Gold Sponsors Quadient and Smart Communications. Quadient is an international company specialized in mailing equipment, business process automation and customer experience management, while Smart Communications™ is a provider of customer conversations management platform.   

In the duration of the webinar, the importance of digital CX in a post-pandemic era was discussed as many consumers shift to online platforms for shopping and other purposes. John Leighton of EasyJet talked about advancing CX analytics maturity in order to provide better Customer Experiences. Brian Powers of Brightstar provided some valuable insights on how to achieve this by suggesting some practices such as creating dashboards for internal customer self-service and assessing touchpoint metric performance from an omni-channel perspective. Sri Muramula from Sanofi discussed User Experience and about digital adoption for internal customers. The need of proper digital CX was shown and various methods of boosting CX metrics and understanding how to better it for brand value and increased growth were talked about.   

There were interesting discussions and questions presented throughout and all the amazing speakers’ collective knowledge was eye-opening and showed the importance and benefits of a good digital customer experience as almost 69% customers were shown to prefer a personalized experience whereas less than 50% of brands can offer it. It provided a good opportunity for companies to examine themselves in retrospect and understand where to improve their own digital CX. The event closed out with all the speakers discussing global CX trends in 2021 and answering some questions put forward by the host, Richard Hurst.   

Please stay tuned for updates and to block your seat for the upcoming webinars that are sure to address questions on the changing world and the digital era post-Covid 19.


About Group Futurista
If you are interested in sponsoring or speaking at our future events, check out our website or directly contact us at jennifer@groupfuturista.com.