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 blessingScott: Collective Health’s team responded so quicklyFeel Relief and Grasp Reality -  lots, and lots of work to do. More opportunities will exist for value destruction and creationTakeaway: Focus people on the need to have patience, discipline, and focus over the long haulTakeaway: “Every interaction is an opportunity”Transformational Opportunities Rapidly Emerging - in impact / Social Enterprise / Social Justice / ESG / SDG programsTakeaway: 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 engagementTakeaway: 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 nightsPersonal touch wherever you areThank you to our friendsThis episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.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.

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