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Merging Smart & Human

What to expect from customer experiences in 2021

Companies have had to continuously rethink the way they interact with customers due to the pandemic. As the world shifts to a longer-term digital environment, customer experiences will also have to evolve. For organizations to successfully adapt to these changes, they must migrate from being product-centric companies to experience companies, ensuring they are balancing digital with an element of humanity.

Broadridge and industry leaders discussed the changing customer experience and how companies can best adapt to today’s circumstances to be positioned for future success. Topics included:

  • Merging technology with an element of humanity
  • Leveraging design thinking to maximize the customer experience
  • Establishing processes that will “stick” post-pandemic
  • Evolving customer experiences and meeting expectations

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