I have with me today Vikas Bhambri and the Director and Distinguished Principal Analyst at XM Institute, Luke Williams, who is the most senior CX and VOC expert in the firm and is a New York Times best seller, “Why Loyalty Matters,” and has been highlighted multiple times in the Harvard Business Review. We discuss the future of CX and how companies need to shift or prepare for situations like the one we’ve been faced with during the pandemic. Luke tells about how CX tech needs to treat and approach the customer just like an in-store associate would by asking them what their end goal is rather than just the up front issue at hand (17:31).

The XM Institute 1:24
The future of CX in 2021 3:27
Big trends as things might be shifting back to normal 6:36
Vikas’s take on the future of CX technology 8:40
Example of Circuit City 23:26

“Everyone’s kind of figured out that if your digital experience is really frictionless and good, you’re going to be able to build customer loyalty on the back of that, and that’s going to be forever moving forward. That is the retirement of the buggy whip.” 7:27