It was wonderful to contribute to the DMWF event for the 6th time with a presentation called "Empathic CX, The Key To Omnichannel Success." Topics covered included: * The evolution from owning to renting, from physical to virtual to cloud, from homo sapiens to phono sapiens * Why convenience is the killer app on a mobile-first planet * The evolution of business towards the Age Of The Customer * Uberization, hyperfragmentation and app fatigue * Experience mapping in an omnichannel world * From product and service design to ecosystem thinking * New approach to CX and martech: intention mapping, empathy mapping, AI, attribution and pre-emptive marketing * The new rules of engagement: empathetic marketing and emotional connections Were you in the audience? Comment and say hi :)