CX of the Future: What Changed for the Customer?

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 weeks guests include Amelia Diggle and Teresa Clarke. Amelia is a Service Designer at Verizon Connect. Teresa heads up client service management for enterprise and government customers at Verizon.

Together they talk about the future of designing customer experience, the shift of focus from technology to functional outcomes and problem solving. They discuss the channels customers were forced to use, wait times, the impact on goods and services consumed, and the availability of shop fronts. as well as the trend for VOC, NPS and other metrics during the initial period and how has it been trending since then.

Have customers been more tolerant and understanding or more intolerant of poor service due to the impact of Covid-19? What are the new experiences companies should be designing for?



This is the third episode in a 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 Smart Workplace
Connecting Employees and Customers
Ep. 01 - CX of the Future: The Agile and Rapid Response
Ep. 02 - Cultivating an Agile and Responsive CX Culture by Design

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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