CX Goalkeeper with Nils Hafner - S1E15 is about the Customer Experience Trend Radar 2021

CX GOALKEEPER - Customer Experience Goals by Gregorio Uglioni

Episode notes

The CX goalkeeper had a smart discussion with Nils Hafner.

Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable.

My key learnings:

  • First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021

  • The CX Trend Radar 2021 is structured in People, Process & Technology covering 18 Trends (1 additional) positioned on a maturity model.

  • Development in CX Management is technology driven without a real CX vision

  • As a matter of fact, there is an acceleration of digital a ... 

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