It has often been claimed that the field of CX is one of constant and ongoing transformation. Indeed change – ironically - is the one constant you can rely on in this field. Simultaneously customers’ expectations are shifting due to generational change and new technology also now allows you to adapt your operational activities and change your customer experience offering.

With this environment of constant change, standing still is not an option, and it's critical to maintain an innovation-focused mindset and maintain a flexible approach to CX across your team. Doing so will allow you to embrace the latest approaches, keep up to speed with technological developments and keep ahead of your competitors.

This keynote discussion will consider how you can maintain a constant state of innovation and find yourself comfortable “dancing on a moving carpet”. It will also consider how getting your training and staffing procedures right have a vital part to play in this, as well as giving you the tools to create overall awareness across the business of the vital importance of continued innovation in this field.