CX, or customer experience, is a well-established business discipline. But now we are in the era of COVID, with widespread home confinement and fear of contagion. Accordingly, the meaning of CX is evolving rapidly. Trust, digital connection, both physical and digital security, and even empathy are newly-reinforced elements in what it means to give customers a satisfying and positive experience.
To understand better how exactly companies are rethinking relationships with customers, Techonomy brought together three top thinkers for a discussion: Kahly Berg, CEO of full-service marketing agency and consultancy Rational; Eric Chaniot, global chief digital officer for Michelin, and Raj Kohli, president of Wipro Digital, who also oversees Wipro’s consulting for companies around the world. Wipro partnered with Techonomy for the session.
Berg kicked off with some big thoughts: “It’s a very forging time for relationships between brands and between people,” she said. “It’s been great to watch as brands