On Demand Webinar

The future of CX: Re-orienting digital and people strategies around the customer

Customers want more control over their experiences than ever before:

  • 89% expect self-service options when they visit a company's website
  • 75% assume brands will know their purchase history
  • 70% feel that giving feedback is part of having a relationship with a brand.

This is creating a new imperative for companies to develop customer-centric systems and CX strategies.

Join Medallia’s John Abraham, in conversation with Astrid Kowalczyk, Head of CX Insights and Analytics at Volvo Cars and Scott Richardson, VP of Marketing at Liverpool Football Club to explore how these trends are influencing CX strategies in 2023 and beyond. Topics will include:

  • The importance of customer-centric data architecture to improve experiences across all channels
  • How to personalize experiences in a way that adds value for each customer and builds trust
  • Embedding CX expertise across silos, for faster innovation and more connected experiences.

Watch the webinar