·      Where does CX fit within a business’ operating structure – is it marketing, operations, product, or a unique hybrid of all three?

·      Having a clear company vision and strategy to drive the right CX projects

·      Finding the balance between centralising CX and integrating it organisation-wide to ensure it’s embedded across the business

·      Ensuring your systems are supporting your workforce and their ability to complete tasks without delays

·      Investing in the right technologies to drive a positive work culture and customer experience – what should we be looking for?

·      How to drive retention, productivity, and quality customer service in a remote environment

·      Generating the right data and insights that will help you drive more personalised communications and customer updates

·      Understanding what data is relevant and what can be ignored through your various data capture methods

·      How to use customer behavioural patterns to shape your customer journeys and strategy in real time