To say the least, 2020 has been an interesting year. Your timeline for making critical changes in customer communications compressed dramatically. You adjusted your employee experience and underlying support systems at incredible speed as we pivoted to work from home. While you innovated through internal disruption, your customers challenged you to deliver support with faster response times as they expected engagement across more channels. In this session, Aspire CCS’ Kaspar Roos will share what lessons we should take from 2020, look at key trends shaping the near future and help us to prepare for the convergence of customer communications management and customer experience trends in 2021 and beyond.