THE LONGEST RUNNING & LEADING EVENT FOR CX PROFESSIONALS IN AUSTRALIA & NEW ZEALAND

Redesign to Align with the New Business Priorities Post Pandemic

18 – 20 May 2021 | Doltone House Hyde Park, Sydney & Virtual 

Nicholas Kontopoulos

Regional Head of APAC DX Commercial Marketing Adobe

Hybrid Day One: Wednesday, 19 May 2021

Wednesday, May 19th, 2021

9:30 AM What the Heck are They Thinking?! Why getting into the hearts and minds of customers will drive the Future of Experience

2020 drove customers of all kinds online at a rate that amounted to a jump of five to ten years in projected adoption. New customers arrived in record numbers while existing customers behaved less predictably. Businesses of all kinds realised that they needed to develop insights faster to catch up to their customers. But, acting quickly is only effective when it is informed. Learn why analysing and anticipating their reactions at decision points and during moments of friction is the next evolution of experience management.