Yugeshree Frylinck.

Digital disruption fuelled by a rapid pace of technological innovation is a key business challenge this year and one that is reshaping customer expectations.

In the post-pandemic landscape, organisations in every sector have accelerated digital transformation programs, driven by the need to be more personalised, targeted, and relevant.

Businesses are now operating in unprecedented times where the business landscape is constantly changing together with the needs of the consumer.

This spells a change in the ways in which customer experience (CX)is viewed and conducted.

To unpack how, Yugeshree Frylinck (CXPA), customer experience officer, managing consultant, strategist, and founder at The CX Group, will present a keynote address on ‘How to adjust and adapt to the accelerated rate of digital disruption as a CX professional’, at the ITWeb CX Summit 2022, to be held on 28 September at The Pivot, Montecasino.

She will explore the importance of digital transformation and its impact on CX while also examining the digital challenges and opportunities for the future, due to digital transformation.

The presentation will also delve into the importance of continually monitoring and tracking an organisation’s digital customer experiences.

Finally, she will discuss how digital transformation is compelling companies to change their business models and adapt to new customer needs and demands.