From CX to EX and back again

Nancy Rademaker new speech will be about how we as humans have changed, how organizations need to focus on Customer Experience to retain their customers, but how they should equally focus on Employee Experience to retain/recruit their employees.

In the first part, Nancy Rademaker highlight how technology can enable organizations to satisfy the needs of The New Customer.

I stress the need for speed in adapting new technologies, with AI-powered algorithms at the forefront, but also mentioning adjacent technologies such as chatbots, voice assistants (home devices), AR, VR, Brain-Computer Interfaces and the like.

The second part highlights Employee Experience, which in my view needs to go hand in glove with CX. There will be a necessary shift from HR to EX, the view on employees as companies’ biggest assets (vs cost) and how they need to pay more attention to culture and e.g. not hire on experience only but hire on cultural fit.

Applying technology for recruitment, but also using it to focus more on the employee’s wellbeing, is becoming extremely important.

And last but not least, this shift to EX will imply a need for a new type of leadership and for most companies also for a new organizational structure.

In her keynote “Extreme Customer Centricity In A Networked World”, Nancy helps organizations grasp how ‘The New Normal’ – in which ‘digital’ has become the norm – has transformed our work environment into a dense network.

She explains how this has changed customer behaviour and the speed of the market, and how companies themselves need to become a network if they want to survive.

But, above all, Nancy Rademaker shows how companies have to put the customer first if they want to be successful.

Not just as a nice slogan, but as a rational program of drastic change, in which processes and procedures have to be rethought from scratch: a program in which ‘digital’ plays a key role in order to give customers what they want in a warm and human manner.

Exponentially evolving technology is transforming the outside world like never before. The world of business, too, is changing at the same speed of light and leaders are having a hard time catching up and moving ahead to thrive in The Day After Tomorrow.

But where must they start? How can they look 30 years forward into an increasingly complex and uncertain future and translate this outlook into a workable plan for the next 3 months? How can they adopt a new mental model? Is it really all about technology? Isn’t it more about changing customer behaviour? Why should everything be fast, fun and easy? And why is data the new oil and AI a blessing?

The answer is clear. To keep evolving, you have to abandon traditional linear ways of thinking. You have to let the world inspire you. You must look beyond ‘just’ the technology. You must zoom in on the needs of your customers and put them first. Above all, you have to focus on the possibilities out there and keep experimenting.

Internet was the first wave, Mobile was the second, and now we are on Day Two of the next big wave: Artificial Intelligence. We are no longer able to imagine a world without the Internet, we will not be able to imagine a world without AI in just a few years from now. In order to prepare ourselves for this future, it is crucial to gain some understanding on the topic of AI.

Nancy Rademaker keynote speech provides an easy to understand overview of what Artificial Intelligence is and how it works. Terms like ‘algorithms, machine learning, deep learning, neural networks, narrow AI, general AI, autonomous AI, supervised learning, unsupervised learning, reinforcement learning, speech synthesis, image generation and predictive maintenance’ – to name just a few -, will finally become clear.

But most importantly, Nancy Rademaker – Digital Customer will convey what Artificial Intelligence can do and how it can contribute to improving your business, mainly through acquiring deeper customer knowledge and delivering better, more proactive and personalized customer experiences.

 Patient Centricity is THE Leading Game
Nothing is more important to us than our health, and it will be the healthcare sector that is going to be redefined completely by technology. The whole of humanity will be affected.

Digital has become the New Normal. Mobile has become the New Normal. So have Big & Small Data, Artificial Intelligence and Networks. Nancy Rademaker keynote speech thoroughly demonstrates how these technological factors have largely affected human behaviour.

Healthcare will be driven much more by consumers than physicians as the patient is taking control of his own health and his own treatment. In this hyperconnected world, any healthcare company needs to become agile and adopt a fluid strategy.

We can learn from disrupters, as they put the customer in the center of everything they do. Patient centricity will be THE leading game. A new mindset is key to survive, healthcare companies will need to rethink their strategy, but also adopt value-driven behaviour embedded in a new type of culture and accompanied by a new type of management structure.

Nancy Rademaker presentation not only focuses on the required strategic shifts, but also provides very practical things you can start doing as of tomorrow.
Using thought provoking images, short videos and a great sense of humour, this fast-paced keynote speech will appeal to anyone working in a healthcare related company!

The new environment is a networked one and to survive you have to become a network yourself. Traditional hierarchical structures will have to be replaced and a shift in culture is key to the success of digital transformation.

In order to get your company in shape for the day after tomorrow, it needs to be able to follow the customer, so by definition it needs to be agile and networked.

Nancy Rademaker discusses the need for change in leadership, in the workforce skillset, the use of social technologies and above all, culture.