This workshop is designed for CX professionals seeking insight to new approaches of transitioning a journey map into a strategy. Source ideas on how to capture your customer’s tendencies better within your journey maps, and translate this into a remarkable CX. Strategize to:
Improve your processes to ensure customer loyalty
Ensuring excellent CX processes can prove challenging, especially in the face of continued growth. Acquire the key insights from Google’s own journey to understand key customer lifecycle touch-points to your firm better. Create a roadmap to:
Develop your plan of action to drive your company’s growth with extraordinary CX.
Omni-channel integration has evolved from something that was nice to do for customers, into something that customers expect. Gauge your organizational shortfalls and pinpoint success factors to actualize a cohesive omni-channel experience. Acquire insight to:
Source innovative ideas to expand your customer outreach.
More devices and technologies mean greater challenges when it comes to maintaining information security. Ensure your sensitive customer information is secure to remain a trusted institution. Create a roadmap to:
Enhance your data security toolbox to protect your customer’s important information.
Engage with leaders in the field of Digital Customer Experience to expand your network and gain fresh perspectives. Quick rotations will help you break the ice as you get to know your fellow delegates. Bring your business cards, make new connections and build your knowledge!
Quantitative research shows over emailing reduces engagement
and revenue per customer. Ensure your most frequently used digital
channel is optimized to retain customer loyalty. Gain perspective to:
Develop your email “sweet spot” to limit reduced retention rates
Securing the loyalty of your customers increasingly requires multiple top-notch digital channels. Ensure you do not lose market share in a digitally dependent environment. Create a roadmap to:
Stimulate revenue growth by incorporating digital CX transformation strategies.
This track is designed for professionals who are in the process of establishing the foundations of digital CX in their organization.
Just having digital tools isn’t enough – a successful digital customer experience approach requires complete organizational buy-in. Establish a culture where digital objectives are in synergy with your organizational operations. Adopt best practices to:
Maximize the ROI on your CX initiatives by ensuring a customer first organizational culture.
Voice search is now a necessity, especially with customers on the go and connected with home devices. Ensure customers can find you quickly wherever they are. Develop a blueprint to:
Amplify your customer conversion rates using voice searches.
Join the conference speakers and your peers for a relaxing lunch.
Tap into the strong consumer preference for messaging, especially with younger customers. Improve your customer engagement by optimizing your digital messaging channels. Walk away with an action plan to:
Increase your profit by differentiating your brand with a more convenient communication tool.
Research shows best in class Voice of Customer users enjoy a 10-times-greater year-over-year increase in annual company revenue compared to all others. Hone your VoC processes to drive innovation. Develop a blueprint to:
Boost your VoC programs to increase your ROI.
By 2020, experts predict that there will be approximately four IoT devices for every person on the planet. Prepare for the increased connectivity between you and your customers provided by the Internet of Things. Take away specific solutions to:
Adapt your organization to an increasingly interconnected environment.
Collecting digital data isn’t usually an issue but more information doesn’t necessarily mean more knowledge. Improve your responsiveness by anticipating customer needs through data analysis. Adapt best practices to:
Beat your competition to new growth opportunities using valuable customer insights.
In 2020 the world will generate 50 times the amount of data as in 2011 and 75 times the number of information sources. Distil the key insights that separate you from the competition with data visualization techniques. Develop a blueprint to:
Improve your digital CX conversion rates using data visualization techniques.
Interact with conference speakers and fellow attendees.
1.4 billion people interact with a chat bot yearly, and that number is expected to continue to rise. Optimize the real-time 24/7 capabilities and increased efficiency of automated conversations for your firm. Walk away with an action plan to:
Produce superior customer experience while streamlining your costs.
Step outside the “bubble” of your current digital program and look at the trends set to shape your future customer interactions. Acquire fresh insight on the technology and process trends that will innovate your DCX capabilities. Create a roadmap to:
Gain cutting edge solutions to your future customer experience needs.
Social media has shifted the power from brands to customers, and customers' expectations of timely assistance have never been higher. Respond effectively across every social media outlet to enhance your reputation. Source practical tips to:
Leverage social media to improve your brand reputation and create brand advocates.
Don’t miss this exclusive end-of-day gathering with conference speakers and attendees! Unwind, mingle and build relationships that will benefit you in the years to come. Bring your business cards.
Understanding your customers requires embracing the real behaviors, emotions, and motivations they exhibit. Ensure you meet customer needs by incorporating a new research mindset. Source practical tips to:
Develop a holistic customer understanding across your organization to boost your profits.
Customer experience and mobile have become ubiquitous, with 95% of Americans owning a mobile device. Extend the opportunities presented by mobile technology to improve customer interactions. Master the success factors to:
Leverage the widespread use of mobile by your clientele to differentiate from the competition.
The main way consumers interact with your brand remains through your website. Deliver exceptional online experiences to drive positive communication between your customers and your brand. Create a roadmap to:
Ensure a positive website ROI by enhancing your online presence.
User experience continues to play a large role as the divide between the digital and non-digital experiences continues to blur. Enable your user experience to maximize your company’s CX potential. Generate a plan to:
Take away key tips and strategies to guide you along your digital transformation.
Millennial and mobile users are drawn to providing their insights via “small bursts” in 1–3 action-induced micro surveys. Leverage quick customer insight in a context seamless manner to meet your customer needs. Gain perspective to:
Increase your consumer response rates to develop critical market intelligence.
This track is designed for professionals looking to merge and enhance digital innovations into their retail experience.
Underserved moments in the customer lifecycle provide an excellent opportunity to differentiate through DCX. Develop a holistic experience for your customers to meet their needs. Create a roadmap to:
Ensure excellent digital customer experiences throughout their journey to increase conversion.
78 percent of brands say they have already implemented, or are planning to implement, VR and AR by 2020 to better serve customers. Capitalize on this new digital wave to differentiate your DCX. Develop a blueprint to:
Leverage VR/AR to create engaging experiences and stay a step ahead of your competition.
Matching the digital demands of your customers can prove difficult in the face of budget pressures and out-dated systems. Strategize to ensure high-level DCX while working within your constraints. Gain insight on:
Reach your DCX potential and overcome your legacy constraints.
Employing technology to streamline can create numerous benefits, yet any automation must reinforce the pillars of your current CX. Establish an efficient automation process to maximize your ROI. Create a roadmap to:
Differentiate with better CX by giving your customer what they want in an efficient manner.
Quality and budget efficiency do not have to be mutually exclusive in your DCX program. Develop pragmatic solutions to increase your ability to meet citizen/customer needs. Gather insight to:
Improve delivery of your services to connect with your audience and maximize your budget.
Customer interactions through digital channels continue to produce challenges in creating the personalized experiences consumers demand. Provide your customers with a unique digital CX experience at every touch-point. Master the success factors to:
Ensure your CX remains a key differentiator through personalized services.