Three key learnings from CX Circle 2021

Delaney McDonald

November 3, 2021 | 2 min read

We recently hosted our second annual CX Circle, and this year was all about how to make CX your competitive advantage in 2022. 

Our agenda was packed with keynote and breakout sessions covering all things CX, from accessibility to creating empathy-driven design to optimizing your apps. We heard from companies like Zoom, Dell, Sonos, Nespresso, Microsoft, Walmart and many more!

In case you missed it or just want to tune in again, you can watch any of the sessions on-demand here.

Below are three learnings from some of our most-viewed sessions.

Nespresso & The Future of CX

Nicole Clayton, Global Chief Digital Officer of Nespresso discussed how Nespresso was changing their approach to digital and CX to create better and lasting customer relationships. When she was asked how Nespresso is winning with digital, here is what she had to say: 

“Digital is a means to an end. It’s part of what gets us there, but at the heart of what we do, it’s really about delivering on our brand promise and delivering authentic brand experiences with transparency. If you build lasting relationships with your customers, the rest just falls into place. And to do that, you need to be focused on integrity, authenticity and transparency, that should come through in everything you do. If you have that, you have a really good foundation to set you up for success in the future.”  — Nicole Clayton, Global Chief Digital Officer, Nespresso

The Power of Differentiating with Digital

Brain Strauss, Contentsquare’s Global VP of Solution Consulting discussed how brands need to prioritize their digital strategy and rethink how their users interact on their website or app. There are not only more online users than ever before but many of those users are new and more likely to have problems or need help online. The last two years has forced digital to be the first touchpoint with many customers who traditionally would have shopped in-store. Brain talks about why brands need to embrace this and adapt their site accordingly.

“There are whole segments of new customers and internet users out there that are really relying on digital as their main strategy for acquiring your products and services for the first time, all of the time…It’s figuring out how to set expectations knowing that more people are coming online earlier to shop, and break through that fourth wall, that usually passive space of our websource and connect, engage and make sure we’re being seamless relative to things like customer service.”  — Brian Strauss, VP Consulting, Contentsquare

Digital Accessibility: The Why, What and How

Dona Sarkar, Director of Technology- Accessibility for Microsoft and Michael Rose, VP Corporate Communications for Contentsquare discussed the importance of accessibility and what you can do to start optimizing your site to be more accessible for the over one billion people who have an impairment or disability around the world. 

“Creators and designers, we want to showcase our creativity, but often the best way to be creative is to showcase your content in the most simple way possible so the maximum number of people can actually access that content. There are 3 things people can do to make sure their website is as accessible as possible to the largest number of people. One, if you have images make sure to add an image description or an alt text…second one is do not auto-play videos…and the third thing is look out for color contrasts.”  — Dona Sarkar, Director of Technology- Accessibility, Microsoft


Watch the on-demand event here.