We use cookies. You have options. Cookies help us keep the site running smoothly and inform some of our advertising, but if you’d like to make adjustments, you can visit our Cookie Notice page for more information.
We’d like to use cookies on your device. Cookies help us keep the site running smoothly and inform some of our advertising, but how we use them is entirely up to you. Accept our recommended settings or customise them to your wishes.

2021 Customer Experiences Imperatives Webinar: Building the Adaptive Organization

Original Presentation Date

Mar 04, 2021

Key Takeaways

In this webinar, we will focus on:

  • Defining the customer enterprise, including how to build a customer experience strategy
  • Creating alignment through measurement and evaluating progress
  • Building operational adaptiveness by focusing on outcomes
  • Using a hybrid approach to strategic souring

Detailed Overview

Navigating the turbulence of 2020 has been a challenge for even the most agile of organizations. Why have some businesses thrived in the face of a global pandemic, an economic downturn, and social unrest, while others struggle to meet the changing needs of their customers?

A truly transformed, customer-centric organization wins by delivering on the total customer experience. It’s about marketing, sales, commerce, and service no longer working separately, but in unison to foster a culture of innovation, agility, and shared goals.

Building an adaptive organization begins with focusing on three areas: customer enterprise, metrics and KPIs, and operational innovation.


This is Part 3 of a three part series. Register for Part 1 here. Register for Part 2 here.


Richard Lees

Chief Strategy Officer, EMEA, Merkle

Uzra Edery

VP of Strategy & Transformation

Mark Clydesdale

VP, Transformation & Strategy

Simon Esland

VP, Practice Lead, Marketing Decisioning, Merkle

Erin Hutchinson

Global Chief Marketing & Communications Officer