<p>Greg quizzes Stephen about his recent webinar on &#8220;The New Customer Experience Landscape 2021&#8221;. What have we seen in 2020 which is going to lead to lasting change?</p>



<p>Stephen argues that qualitative research is more vital now than it&#8217;s ever been, and that the three big themes for 2021 are Culture, Sustainability, and Empathy.</p>



<p>If you missed the webinar, you can watch a <a href="https://www.tlfresearch.com/webinar-the-customer-experience-landscape/">recording</a>.</p>



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<audio class="wp-audio-shortcode" id="audio-146-24" preload="none" style="width: 100%;" controls="controls"><source type="audio/mpeg" src="https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep42+-+TheNewCXLandscape.mp3?_=24" /><a href="https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep42+-+TheNewCXLandscape.mp3">https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep42+-+TheNewCXLandscape.mp3</a></audio>
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