Andrea, Ana and the team at LinkedIn asked Matthew to give their keynote on the Future of Customer Experience. Because the pandemic meant nobody could meet face to face, the event ran virtually, and to capture its spirit at home every participant was sent their own coffee and gin-making kit beforehand. The kits were a big hit.
Matthew began with the accelerating rate of global disruption and its effect on company strategies and buying behaviours. New, science-fiction-like technologies are changing the customer experience like never before, and there is plenty still to come.
"Today's increasingly powerful tech giants see every industry as fair game, irrespective of the size or reputation of those industries' legacy incumbents."Matthew Griffin, New York, November 2020
He then looked closely at what these changes mean for how companies collect and analyse customer data while keeping it private and secure, before moving on to how they can use new technologies, such as digital humans, to re-imagine the customer experience.
The session also covered the importance of culture and vision, and new disruptive innovation frameworks that help companies both defend themselves and go on the offensive against today's increasingly powerful tech giants. As Matthew pointed out, those giants now see every industry as fair game, whatever the size or reputation of its legacy incumbents.
He described it as a great virtual event, with real collaboration and camaraderie among everyone taking part.
