I spoke with Maarten Copini European Practice Lead running the Customer Experience practice at NTT. We talk about the state of Employees and how many are just burned out and how the new “leaders” who have adapted their ways to consumers during the pandemic will be leading the way when this ends.  He has vast experience working within organizations to make change while also seeing the Challenges those changes face. Often leading to “let’s cut some corners” thinking to just please the boss. We also talk about what the past 2 years of change mean going forward. Will this be the New Normal? Will we go back to many of our previous ways? Impact of the pandemic on CX and EX Gap between (boardroom) strategy and day-to-day reality for customers and employees How digitisation (automation, AI, etc.) can and should improve the lives of employees and customers Thank you Maarten for this interview! Maarten’s LinksLinks to recent NTT reports: 2021 Global Workplace Report | NTT Crossing the CX divide | NTT (global.ntt) (Global CX Benchmarking  Report) Maarten’s Articles:  https://www.linkedin.com/pulse/cx-perspective-building-digital-ecosystem-insurers-maarten-copini/ https://www.linkedin.com/posts/maartencopini_pandemic-cx-ex-activity-6892056950641606656-cQuW Maarten’s LinkedIn: https://www.linkedin.com/in/maartencopini/ My LinksNewsletter & more: https://digital-done-right.com/glad-youre-here 🙌🏻 🙌🏻 What is Digital.Done.Right. 🙌🏻 🙌🏻It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅ Attract today’s digital consumer 
 ✅ Design more engaging digital experiences 
✅ Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do