A new digital playbook for CX


2020 was the year that changed the future of customer experiences for good. Often, digital isn’t the primary channel anymore; it’s the only channel. And that places a whole new set of pressures on your content (and the system you use to manage it). So how do you keep your marketing human? Timely? Secure? And when ‘what customers want’ shifts with every new government announcement, how can brands possibly keep up?

In this BIMA roundtable sponsored by Contentful and led by our Director of Content Management Strategy Mark Demeny, we explore how content needs to reshape the customer experience.

Host: Mark Demeny, Director of Content Management Strategy, Contentful


  • Andrew Dunbar General Manager EMEA, Appnovation

  • Claire Robinson, Customer Experience Director, Kin+Carta

  • Kaustav Bhattacharya, CTO, Coheasus

  • Eleanor Drew, Associate Director Content Strategy, EPAM

  • Ross Sleight, CSO, Somo

  • Rebecca Bezzina, SVP, Managing Director, R/GA

  • Sam Kelly, Managing Partner, AKQA

Recommended for

Anyone wanting to learn more about recent changes in customer experience and how to prepare for an uncertain future.

Recorded on
November 18, 2020
44 minutes
Watch now

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