This year marked the 21st anniversary of Pine and Gilmore’s Experience Economy, with customer experience management reaching age of majority across the globe. However, CX Maturity level-wise, most global brands and companies still linger in their infancy or, at most, tumultuous teenage years. The presentation explores top 3 challenges and solutions to overcoming them – having the right customer-centric culture, framework and program in place – drawing from customer-obsessed lead research and consultancy practices as well as... – CX leaders across industries. This presentation forms part of the online Festival of NewMR series. Presented by Andreea Coca from Kantar.