What's Next in CX?
It is the first time in human history that we have five generations living, working, and quarantining simultaneously. Customers’ spending habits and the importance of different products and services are morphing and leapfrogging previously set milestones.
With this new mindset and fluid behavior, brands will need to leverage their customer service experience and augment it with the right strategy to succeed in the upcoming “new normal.”
What will be the effect of this unique moment on customer relationships? How will it differ by generation? No one knows the answer, but we have assembled a team of experts to guide us in a lively conversation regarding the key questions and trends to consider in this “new normal.”
Path to the New Normal
The COVID-19 outbreak has changed the way we work, study, have fun, and connect. Once this crisis is over, we will finally get back to normal. But, in the face of how we are living and what we are experiencing today, how can life ever be what it used to?
This moment is the perfect time to collectively reflect on the lessons learned as we reinvent what normal will look like from now on.
“Path to the New Normal” is a weekly Leader Insights Roundtable Digital Event Series, featuring industry and Teleperformance experts. They will be delivering key learnings around topics such as Work-at-Home, Automation, "What’s Next" in Customer Experience, Digital Sales, and more.
Organized and curated by Teleperformance in cities across Europe, North America, Latin America, and Asia, our roundtable sessions, which focus on advice and guidance in particular fields, are an excellent opportunity for business leaders to meet with industry subject matter experts.
Confirmed Panelists - What’s Next in CX?
Steven Van Belleghem
Global Thought Leader on the Future of Customer Relationships
Steven is a co-founder of the consultancy firm, Nexxworks, and the content creation company, Snackbytes. Author of four bestselling books, Steven’s first title, “The Conversation Manager,” won the award for Most Innovative Marketing Book of 2010. His other book, “When Digital Becomes Human,” won Best Marketing Book of 2015, while his most recent one, “Customers the Day After Tomorrow,” was nominated for Best International Business Book
William Fritcher
Division President Teleperformance in EWAP
Will has 18 years of industry experience in multichannel support organizations and has led several global teams over multiple geographies and languages, driving consistency and top-rank partner performance. His expertise includes technology, cable/satellite, travel, financial, retail, ISP, E-commerce, and wireless verticals.
Dr. Nicola Millard
Head of Customer Insight & Futures, BT Global Services Innovation Team
Dr. Nicola Millard received her Ph.D. in Motivational Technologies in Contact Centers from Lancaster University in 2005 and published her first book in 2009. An award-winning presenter, Dr. Millard has two TED Talks, hundreds of conference panels, chair designations, and keynote sessions under her belt. She regularly pops up on radio and TV around the world and sits on several award panels.
Marina Netto Campos
Global Head, Teleperformance Customer Experience (CX) Lab
Marina is our moderator in this session. She has over 20 years of experience in various roles, including strategy and research across three continents.
She specializes in analyzing key verticals to identify major trends and conducts primary research to understand consumer preferences for dissemination internally and to clients.