CX Trends for the Next
5 Years and Beyond

On Demand

Watch On Demand

About the Event

It wouldn’t be an exaggeration to say that the world has been changing at lightning speed… and the world of CX has been transforming equally as fast. But what does the future hold?

We are taking out our crystal ball — and enlisting the help of some of the smartest CX leaders — to tell you what’s in store for the next 5 years … and beyond! Tune in and get the data, insights and actionable tips to prepare for the digital-first future of CX. The “you-of-tomorrow” will be eternally grateful.

KEYNOTE SPEAKER

Blake Morgan

Blake Morgan is a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience. Her bestselling second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19.

In 2021 the book won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time.” She was called one of the top 40 female keynote speakers for 2020 by Real Leaders Magazine. Her first book was “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She has worked with Comcast, Allstate, Genentech, Accor Hotels, Accenture, Adobe, Cisco, Parker Hannifin, Ericsson, Verizon, and more.

Blake is a guest lecturer at Columbia University, the University of California, San Diego as well as adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and Hemispheres Magazine. She lives in the Bay Area with her husband, their two children and two dogs.

Register to view the event on demand. Already registered? Access the recording via your magic link, which can be found in your confirmation email or calendar (March 10)

Access the event:

Agenda

12:00 pm EST

Welcome to Kustomer NEXT!

Andrea Salerno, Head of Research, Kustomer

Kustomer’s Head of Research Andrea Paul Salerno kicks off our event with brief remarks.

12:05 pm EST

KEYNOTE ⏭ The Customer Of The Future: 3 Strategies To Differentiate On Customer Experience

Blake Morgan, Customer Experience Futurist

CX futurist Blake Morgan defines strategies to enable your organization to provide customers with frictionless, personalized, on-demand experiences.

12:45 pm EST

RESEARCH ⏭ The NEXT 3 Years: How CX Professionals Predict the Future of the CX Landscape Will Shift

Andrea Salerno, Head of Research, Kustomer
Pam O'Neal, Senior Director of Growth, Kustomer

The role of customer service is changing. Kustomer’s Head of Research unveils our latest findings on how CX professionals expect the role of customer service to fuel business growth will become more important over the next three years along with other predictions.

1:15 pm EST

PANEL ⏭ What's NEXT for CX: Expert Predictions for the Future of CX from Industry Leaders

Devon Langston, Director of Customer Experience, Rowan
Michelle Robinson, Senior Director of Support, TuneIn
Alexandra Skey, Director of Customer Experience, OhmConnect
Andrea Salerno, Head of Research, Kustomer

A panel of CX leaders from Rowan, TuneIn, and OhmConnect discuss where they see the future of CX going. They will discuss what technologies they plan on integrating, what channels they plan to further invest in, and other unique insights for what’s next in CX.

2:00 pm EST

Thanks for attending Kustomer NEXT!

Andrea Salerno, Head of Research, Kustomer

Closing remarks from Kustomer's Head of Research Andrea Paul Salerno.

Speakers

Andrea Salerno
Head of Research, Kustomer

Pam O’Neal
Senior Director of Growth, Kustomer

Blake Morgan
Customer Experience Futurist

Michelle Robinson
Senior Director of Support, TuneIn

Devon Langston
Director of Customer Experience, Rowan

Alexandra Skey
Director of Customer Experience, OhmConnect

[class^="wpforms-"]
[class^="wpforms-"]