Trends 

• It Will Get Worse Before it Gets Better - CX Accelerating ability to respond to Problems and Challenges. 
  • Takeaway: Problems don’t follow the calendar; stay close to the trendlines in the data. 
  • Takeaway: Build within your team's rapid response? 
  • Takeaway: Finish strong; Learn and count the blessing
  • Scott: Collective Health’s team responded so quickly
• Feel Relief and Grasp Reality -  lots, and lots of work to do. 
  • More opportunities will exist for value destruction and creation
  • Takeaway: Focus people on the need to have patience, discipline, and focus over the long haul
  • Takeaway: “Every interaction is an opportunity”
• Transformational Opportunities Rapidly Emerging - in impact / Social Enterprise / Social Justice / ESG / SDG programs
  • Takeaway: Partnerships are going to be important in 2021. Co-marketing is important. Show not tell who you are. 
  • David talking about brand building, CX is the new brand  
• People Are Seeking -  connection, truth, trust, and engagement
  • Takeaway: Get them to speed to talk to a human faster. Meet them where they are. 
  • “Devetta talked about technology an automation” 
  • An anecdote about moving resourced to Friday nights
  • Personal touch wherever you are

Thank you to our friends

This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.

Bio:

Ian Faison is a former Army Captain, West Point graduate, and Afghanistan veteran. He was a partner at ThisIsGrowth.com and a founding partner of VETCON, the premier conference for military veteran entrepreneurs, investors, and mentors. He is also the CEO of Caspian Studios.