CX Predictions 2022: The "Grand Pivot"

Your company changed your customers' experience during the pandemic. You may have added more self-service options, made it simpler to buy through your site or app or delivered services in an entirely new way. Some customers simply tolerated these changes during a difficult time, while others formed new expectations.

Now it's up to you to make what Forrester calls a Grand Pivot. Companies need to shift from being reactionary and doing what was necessary, to finding revolutionary ways to meet or exceed what your customers want now. During this conversation, we'll cover what has changed, what hasn't and the three tools and approaches to find success.

Watch this on-demand webinar to learn:
    • How to leverage the insights available (via deeper analytics capabilities and remote customer understanding)
    • Importance of maintaining a hybrid (offline/online) approach to customer experience
    • Ways to create success with a distributed team using digital experience data
Andrew Hogan
Principal Analyst, Forrester
Greg Dowling
Director, Business Insights, Glassbox

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