Recapping The Unpredictable Year of CX with Ian Faison; CEO of Caspian Studios

Trends 


It Will Get Worse Before it Gets Better - CX Accelerating
ability to respond to Problems and Challenges. 

Takeaway: Problems don’t follow the calendar; stay close
to the trendlines in the data. 

Takeaway: Build within your team's rapid response? 

Takeaway: Finish strong; Learn and count the blessing

Scott: Collective Health’s team responded so quickly



Feel Relief and Grasp Reality -  lots, and lots of work
to do. 

More opportunities will exist for value destruction and
creation

Takeaway: Focus people on the need to have patience,
discipline, and focus over the long haul

Takeaway: “Every interaction is an opportunity”



Transformational Opportunities Rapidly Emerging - in impact /
Social Enterprise / Social Justice / ESG / SDG programs

Takeaway: Partnerships are going to be important in 2021.
Co-marketing is important. Show not tell who you are. 

David talking about brand building, CX is the new
brand  



People Are Seeking -  connection, truth, trust, and
engagement

Takeaway: Get them to speed to talk to a human faster.
Meet them where they are. 

“Devetta talked about technology an automation” 

An anecdote about moving resourced to Friday nights

Personal touch wherever you are





Thank you to our friends


This episode is brought to you by IBM. If you are responsible
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Bio:


Ian Faison is a former Army Captain, West Point graduate, and
Afghanistan veteran. He was a partner at ThisIsGrowth.com and a
founding partner of VETCON, the premier conference for military
veteran entrepreneurs, investors, and mentors. He is also the CEO
of Caspian Studios.