Change is inevitable, but has been accelerated by the pandemic. For better or worse, the impact of COVID-19 has hit us all hard and unexpectedly. Businesses can either let change happen passively or take an active role in shaping the direction they want their organization to go. With so much happening around us, the brand-consumer conversation is evolving by the second. Homebound customers are still actively browsing online, but they want to buy from a brand that understands them. They want to receive authentic, carefully crafted messages. For the customer engagement team, this means a dramatic shift in how brands interact with customers to not come off as tone deaf.

There is now more opportunity than ever to understand the customer—data is the key currency of successful change management. The more you know, the better. With data, you can create a customer experience that adapts with the times, with the challenges, and let’s the customer know that you are there with them and for them. Our program will focus on how brands can achieve scalable human interaction in the new world we live in.