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The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and many firms are struggling to keep up. They were already dealing with massive amounts of competition, disruption, artificial intelligence, automation, big data, omnichannel, personalization, behavioral science, ethics, privacy, security, ROI challenges – and then the pandemic hit. In a punchy, colorful and no-nonsense way, Adrian will not only explore some of the challenges businesses are facing and what they should be doing about them, but he’ll also explore some emerging imperatives that businesses must embrace if they are to survive and thrive.