CX of the Future: The Fork in the Road

CX of the Future is a new podcast from Fifth Quadrant and Verizon. Co-hosts Dr Steve Nuttall, Director at Fifth Quadrant and Mat Wells, Solutions Consultant at Verizon will be exploring CX: Reimagined, Retooled and Redesigned.

This week we are joined by Kris Lane, and we welcome back Cary Cusumano. Kris is the UX Team Lead for Air New Zealand. Cary is Verizon's Principal Client Partner in CX Design Global Leader of CX Practice.

Together they discuss what will CX and EX look like in the future. What is the workplace/workspace of the future? What technologies will be deployed? What customer communications channels will become the norm? What are the risks of turning the clock back?

Even before COVID-19, there was a trend of industries getting closer and closer to the customer, e.g. AI-enhanced automated financial coaches, apps that manage our health issues, and organisations that deliver point to point mobility services. We talk about the evolution of this trend.



This is the fifth and (for now) final episode in this series of discussions with business leaders about the customer experience of the future, providing valuable insights and tips to help businesses navigate their way through the current pandemic with speed and agility and deliver a great experience to both their customers and their employees.

Don't forget to check out the relevant links below:

CX Maturity Report
The 7 Stages of a Pandemic
Verizon Business
The Future of Work: Leadership
The Smart Workplace
OWLLabs State of Remote Work
Ep. 01 - CX of the Future: The Agile and Rapid Response
Ep. 02 - Cultivating an Agile and Responsive CX Culture by Design
Ep. 03 - CX of the Future: What Changed for the Customer?
Ep. 04 - CX of the Future: Technology to the Rescue

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Andrew Kerrigan

Written by Andrew Kerrigan

Andrew has been with Fifth Quadrant since the days, working across all aspects of the business. These days he is in charge of Marketing and Digital.

Topics: Business Priorities CX strategic planning CX Articles & Insights

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