Customer demands and experience

in the 2020s


The customer has always been right, but today the customer is empowered; an empowerment brought about by digital technology. The enterprise business technology leader therefore has to be delivering customer-facing services, and business technologies that enable customer personalisation, collect data that delivers insight, and a platform that is agile to changes in the market.

This discussion will explore:

  • A data-centric approach to customers
  • Building ecosystems and partnerships to benefit the customer and the enterprise
  • The pace of change
  • Agility and responding to customer behaviour
  • The need for transparency, purpose and meeting new regulations
  • Personalisation


Mark Chillingworth
European CIO &
CTO Community Editor

Damian Smith
Chief Technology Officer,
Podium Analytics

Norma Dove-Edwin
Chief Information Officer,
National Grid ESO

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