CX, communications platforms and what’s great next year

This time, we welcomed Michael Fauscette in our virtual, distributed studio. With him we discussed what will become 2021 trends, looked at his views on the best and worst buzzwords on the market, the role of CDPs and rather communications platforms and what an actually usable AI could be.

Michael is a renowned analyst and author, with more than 20 years of experience in and around the CRM industry. He is the Chief Research Officer at G2, an analyst firm that bases that serves companies small to enterprise and that is unique in a sense that its analyses are based on customer feedback.

Given that, our discussion of course touched his upcoming book (which sounds like it will be very readable) and the role of analysts — whether they are serving their purpose well and what could be improved. Us being all about CX, the meaning of CX cannot be forgotten.

Did you always want to know what a business communications platform is and never dared to ask? Well, Michael has a good answer for you.

And then there is photography.

As usual — it is a conversation and might lead different directions. Did it? You find out!

Enjoy!

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Thomas Wieberneit

Thomas Wieberneit

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation

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