Welcome to 2021, the year that adaptation becomes the norm. As we step unsurely into this new world, one thing is clear: Regardless of what is thrown at us and what new challenges our businesses might face, if we don’t understand the customer first, nothing else will matter. We need to be able to change trajectory on a moment’s notice, truly hear the customer, identify their needs, and service them – not tomorrow, not next week, but immediately. If a customer doesn’t feel “heard” from the get-go, they’ll just go somewhere else. If companies don’t adapt, they’re history. Change is scary, but it can be less so with a roadmap to help us know what’s right.

In this session, we’ll talk about how to:

• Know the next correct step to take
• Ensure that our business not only survives but thrives as we navigate the twists and turns of this customer-centric economy wrapped up in a pandemic
• Control a bigger portion of our business regardless of what direction the future takes us by being brilliant at the basics