The best performing companies are the ones who focus on creating a resilient strategy that can evolve and morph no matter the business environment. These are the brands establishing operations that actively embrace learnings and adapt to the ever-changing business and customer requirements that allow their brand to remain flexible through it all. According to the recently published CXMB Corporate Survey, 50% of the survey respondents stated they had fast-tracked strategic CX initiatives in 2020. With CX strategies catapulting forward in 2020, today CX leaders are breaking down the silos and disconnects, focusing on building efficiencies, and aligning insights and action to business outcomes as they build resilient CX strategies for the future.
Join us online for our Customer Response Summit (CRS) – Spring 2021 event where we will focus on timely topics that support resilient CX strategies for the future and matter most to our community of global CX leaders. The Customer Response Summit is designed to inspire innovation by providing interactive experiences and discussions that challenge the status quo and generate actionable takeaways to help CX leaders move the industry forward.
The Adaptive Change: How Fanatics Inc. Provided a Strong eCommerce CX in a Time of Immense Change
In 2020, as customer experience (CX) leaders, we were challenged to implement strategies that were multi-faceted and heavily shaped by our business type and the economical ebb and flow of consumer demand. Given the unprecedented nature of these business challenges and their downstream impact (like slower supply chain flow, closed storefronts and event-based venues, and a rapid consumer shift to online purchasing), many companies were forced to pivot the focus of their 2020 plans to supporting business continuity and approaching customer care in entirely new ways.
Join Carolyne Truelove, Head of Global Fan (Customer) Experience at Fanatics Inc., for an inspiring journey examining the importance of values-based communication, employee development, and a company culture that balances hard work with fun. Learn how Fanatics adapted quickly to implement new strategies that leveraged adjustments to Fanatics’ people, processes, and technologies, resulting in:
Safer work environment for employees
At Customer Response Summit, you will experience an inclusive environment where you can:
Challenge your knowledge by hearing and seeing what others are doing to inspire and explore opportunities.
Our interactive sessions allow you to get your questions answered in an engaging format.
Meet other executives AND expand your “Friends in the CX” list with top leaders from some of the biggest brands across the globe.
Our inclusive engagement format allows you to interact with others and learn directly from like-minded CX leaders.
As a leader, you’ve been faced with defining moments in your career and this past year will definitely be one you reflect on often. Now is the time to make that reflection a lasting legacy by getting insight from other CX leaders like yourself who have learned how to turn obstacles into opportunities. It’s time to set the agenda for a resilient CX strategy.