We can all agree that 2020 has been a year unlike any other. Currently (in December 2020), we’re looking at two divergent situations. On one hand, it’s concerning that COVID cases are currently spiking in many places across the country. But, as we recorded this episode, the first vaccine doses were being shipped and administered, bringing hope that we could be on a path that returns us to some sort of normalcy in 2021. Of course, none of us know what that might be and how it will affect our organizations, or how it will affect the customer experience we provide and the experiences we will be designing. In spite of these many unknowns, customer experience, experience design and innovation leaders need to forge on.

This episode's guest will share valuable insight around how leaders can approach 2021. Chad and Steve speak with Michael Hoffman, author, customer experience guru and customer technology futurist, and founder of the customer strategy and customer value firm ClientxClient. His book, Customer Worthy, Why and how everyone in your organization must Think Like a Customer, is the synthesis of his work with major brands, executive teams, and innovators where he honed the elements of the CxC Customer Experience Matrix presented in the book. That matrix provides companies with a converged strategic, financial and technologic framework centered on the customer. We’re going to talk a lot today about what CX framework and thinking like a customer will mean in 2021 and beyond.

In this episode, Michael provides us all with a lot to consider moving into 2021. Look forward to hearing:

• How Michael’s CX matrix works across divisions and silos to develop a holistic view of the customer.
• The most important Customer Experience impacts Michael has seen as a result of the COVID-19 pandemic.
• How Michael sees the customer experience space evolving over the next 3-5 years.

It’s a great episode! Check it out.

Note:

Link to download Michaels book, Customer Worthy, Why and how everyone in your organization must Think Like a Customer, and CX matrix: https://static1.squarespace.com/static/5ab103d3f79392e40afeab79/t/5d44a49b9b602f000121fc2e/1564779679788/Customer+Worthy+by+MR+Hoffman.pdf