Whether hearing from VP of Business Messaging at Meta, Matt Idema, about how businesses are starting to invest heavily in messaging as a primary communication channel, or learning about the challenges of localization when operating in different countries from Rappi co-founder Juan Pablo Ortega, there was no shortage of meaningful and insightful sessions.
But in case you were not able to join us, we wanted to gather the highlights for you in one place. Read on for our recap of Kustomer NOW 2021, What’s NOW and What’s NEXT in CX.
Utilizing the Pandemic as a
The responsibility of creating an exceptional customer experience bleeds throughout the entire organization, and starts with a customer-first mindset. A customer-first mindset means If the past 18 months have taught us anything, it’s that the CX landscape can be turned upside down overnight.
Our keynote speaker, founder and bahrain email list 191152 contact leads CEO of Built-It Productions and the creator behind How I Built This, Guy Raz, kicked off the conference with an inspiring session on how business leaders overcame adversity in the face of the pandemic.
“What happened in 2020
– 2021 was that business leaders and entrepreneurs adopted the concept I call radical necessity,” said Raz. “So what do I mean by that? Well, it’s another way of looking at a crisis as an opportunity. Radical necessity is what happens when you have to solve an immediate problem with a big
decisive and disruptive action. It means doing things on expedited timelines and not worrying about doing it perfectly, and ultimately, it means transforming what you do as a result.”
Kustomer CEO, Brad Birnbaum agreed with the above sentiment and explained that people need to know that failing is okay. “Pivots are use ai chatbots for instant support expected, they’re normal, and that’s how you learn and you evolve. That’s the other be numbers piece of advice I often give leaders is that it’s never a straight path to succe.
