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2020 has been the year of CX transformation, forcing even the most reluctant customers to rely on digital to interact with companies due to limited in-person interactions and overwhelmed call-centers.
With 20-40% of people intending to continue using online channels to interact with businesses in 2021 and beyond, companies need to deliver pixel-perfect applications across web, mobile, and chat that can easily be adjusted to changes in customer needs.
Join OutSystems and guest speaker, Nigel Fenwick, Forrester VP & Principal Analyst at Forrester, as we discuss his research in digital business in the age of customer experience.
Some of the topics we will cover include:
Key trends and strategies, identified by Forrester Research, for digital CX and customer self-service in 2021 and beyond
The importance of delivering innovative, customized digital customer experiences
What strategies companies can adopt to quickly, resiliently, and flexibly tackle changes in customer preferences
How companies across the globe have tackled their digital CX transformations and are responding quickly to customer needs using a modern application development platform
Nigel Fenwick Forrester VP & Principal Analyst at Forrester
Mariana Henriques Global Product Marketing