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Experience business in the age of uncertainty: the new CX playbook

Delivering personalized digital experiences at scale in a rapidly evolving landscape

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We live in an age of uncertainty and continuous transformation accelerated by the once-in-a-lifetime disruption of a global pandemic. The future of customer experience isn’t going ‘back to normal. The success of businesses now hinges on their ability to adapt and deliver personalized digital experiences at scale. 


It’s time to let go of preconceptions and redefine what customer experience means today and in the future. Discover how to adopt new models to map out customer journeys and ecosystems, and leverage immersive, cutting-edge technology to blaze the new trail of customer experience.


  • Implications of change in a VUCA world 
  • Qualitative CX research methodologies 
  • Frameworks to develop a holistic experience strategy
  • Envisioning the future and our path towards it 
  • Cutting-edge technology in the new era of CX

Outcome and benefits

  • Understanding the defining features of this new era of CX
  • Investing deeply in research and an understanding of your customers
  • Developing an experience strategy to weather uncertainty 
  • Envisioning the future of CX and your path towards it 
  • Learn from a real case study of a customer-centric sustainable lifestyle app

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