“In 2021, employee experience (EX) will become the new customer experience (CX) and technologies like augmented reality and virtual reality will unlock EX’s full potential. As more workers need to be upskilled and retrained than ever before, these technologies will allow them to be trained faster and be better engaged. Also, as Gen Z workers continue to enter the workforce, they will expect companies to be innovative in the way they train them, including gamifying learning and training and using new technologies like AR and VR.”
“Maya Angelou once said: ‘People forget what you say, but they never forget how you made them feel.’ Stop talking about your products — nobody cares. People don’t buy great products; they buy better versions of themselves.”
“If 2020 has taught us anything, it’s that the foundation for everything is people and relationships. We really must prioritize what customers need and want rather than just forcing what we would like to say—whether during good times or challenging ones. Embrace change, agility, empathy and resilience to connect and benefit through both experiences and outcomes.”
“Effective CX, will be defined by the ability to influence positive interactions and experiences, on a consistent and prolonged basis. The process should be embracive for continuous feedback and improvement, which then increases the propensity of curating propositions, that would resonate with customers. “