CXSF 2016

A cresting wave of new technologies -- including everything from virtual and augmented reality, AI-powered chat bots, IoT and voice recognition platforms -- is about to change both the theory and practice of CX, again. Many CX professionals are still perfecting their game on the web and mobile, but these new tools threaten to render much of that effort stale or redundant in short order. We kick off our program with a tour d'horizon of this new world. To take full advantage of these emerging technologies, you must understand what makes your customers tick, mixing quantitative with qualitative methods. Knowing the who, what, when and where is essential; but without learning why your customers do what they do, and how to apply that to your work, any future-state CX projects will disappoint.