In this episode, Mike is joined by Mazen Ghalayini, Managing Director of West Monroe's new Product & Experience Lab, to discuss three key trends we see for organizations to shift from surviving to thriving in 2021. The trends focus on converging customer experience with digital elements to position organizations for growth, including:

1) accelerate innovation through agile, adaptive business models,

2) connect digital and analog experiences across the customer journey,

and 3) leverage your customer data to drive your CX strategy.

They share two other predictions for what we will see in the world of CX in 2021.