COVID-19 had a very heavy impact on service industry will not be an understatement. In the light of these scenarios, the expectations which consumers have from brands have modified intensively. So, a shift in customer experience is expected mainly driven by a high density infusion of digital touch-points but are the brands prepared for that? If yes then how well and if no then how can they equip themselves better, to put these things to rest Designhill presents an exclusive Panel Discussion on Customer Experience in Today's Era & Beyond with Shep Hyken, Colin Shaw, Annette Franz, Roy Atkinson & Elise Quevedo.

Some key takeaways would be :-

  • Customer Engagement During and After the Pandemic
  • COVID-19’s impact on consumer behavior
  • How customer expectations are shaping up during the crisis
  • Market trends, tactics & strategies for brands to gear up for a big comeback
  • How digital transformation can enable effortless experiences for your customers
  • How to manage key relationships with customers and stakeholders in times of crisis
  • Understand the future of customer experience

Watch the Recording of the Panel discussion below!

Title : Customer Experience in Today’s Era and Beyond | Panel Discussion | Designhill
Duration : 1H 6M 35S

Guest Speakers

Annette Franz

Annette Franz
CEO, CX Journey Inc.

With almost 30 years in the customer experience field, Annette Franz, CCXP is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). She is also the 2020 CXPA Board Chair.

Title : Panelist: Annette Franz | Customer Experience in Today’s Era & Beyond | 19th June 2020 | Designhill
Duration : 33S
Colin Shaw

Colin Shaw
Founder & CEO, Beyond Philosophy LLC

Colin is Founder & CEO of Beyond Philosophy LLC who helps organizations grow by identifying hidden, unmet needs. The Financial Times selected Beyond Philosophy LLC, as one of the best management consultancies for the last two years.

He has written seven bestselling books on Customer-driven growth. He is the co-host of the highly successful Intuitive Customer podcast. Colin is a commentator on CNN, BBC TV, NPR, LBC and many other publications and media.

Title : Panelist: Colin Shaw |Customer Experience in Today’s Era & Beyond |19th June 2020 | Designhill
Duration : 43S
Elise Quevedo

Elise Quevedo
Digital Media, Storyteller & Keynote Speaker

Elise Quevedo is an author, keynote speaker, advisor, and social/digital media storyteller. She has been voted 'Top 100 Entrepreneurs to Follow on Twitter' and is ranked among the Top 2% most viewed profiles on Linked In.

Known as "The Digital Ghost Queen" for her behind the scenes work, Elise has inspired audiences around the globe at events such as Codefest in Macedonia, Pioneers in Vienna, Thrillionaire Revolution Global Tour in Australia, Asia, Switzerland and etc.

Roy Atkinson

Roy Atkinson
Group Principal Analyst, Informa Tech

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. In addition to many other lists, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva in May, 2020. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business.

Shep Hyken

Shep Hyken
Chief Amazement Officer, Shepard Presentations

Shep Hyken is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

Title : Panelist: Shep Hyken | Customer Experience in Today’s Era & Beyond | 19th June 2020 | Designhill
Duration : 30S

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