With so many exciting and cutting edge CX tools available, it can be difficult to know when to deploy them and to whom. The expectations of customers can differ wildly across generations, so getting the balance right is often a challenge. Conducting research and getting to know your customers through VOC initiatives are two ways you can work towards developing experiences that suit everyone. Join us in a fireside chat with Jeff Dahms, Director of CX at First National Bank of Omaha, as we discuss:

• The importance of community involvement when developing CX
• Researching the needs and expectations of Gen Z versus older generations
• Personalisation and building trust
• 'The Circle’: why VOC can be your most valuable CX tool