I recently had the opportunity to speak to an amazing Indian audience during the 2020 CX Digital Summit. I delivered an updated version of the Innovation To Reality Keynote focusing on CX and how consumer behavior drives engagement.
The talk focused on the impact of Gen Z consumer behavior and their expectations tied to the camera as a bridge to intelligence. Then, we discussed what I consider the five levels of autonomy and how CX experiences will evolve at each stage. Finally, we dive into the behavioral drivers that will create the shift from mobile being the primary way we interact with technology to our environment adapting to us.
It’s fun to deliver keynotes at 1 am! It’s worth the lack of sleep to engage with audiences across the globe!
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