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.
The monumental consumer shift to digital has made it more critical than ever for brands to differentiate themselves through amazing online experiences. To do that you not only need to deliver a great experience, you need to be able to understand and measure it as well. But how do you understand, let alone deliver, the “human touch” of a face-to-face experience in a face-to-screen world where your customer has more control than ever? In this session we’ll take a look at:
And what you need to be thinking about now if you want your brand to be a customer experience leader.
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.
Ownership of the digital customer experience has become complex due to a shift in the traditional customer lifecycle. Clarify your DCX initiatives with “community” approaches the engaging with your customers. Adopt best practices to:
Bridge your DCX process with your customers to increase positive customer experiences.
We need to hit the reset button when we talk about Mobile First and think about multi-screening and Mobility for customers.
Innovate your internal processes to develop Mobile tools
Join the conference speakers and your peers for a relaxing lunch.
Learn about how Centrica leveraged technology to gain better insights into their customer feedback. By identifying the most important customer journeys to see where they were underperforming, utilizing additional database data, and incorporating communication using digital channels, Centrica was able to uncover actionable insights that led to real ROI. The technology was further leveraged to engage employees across the organization to foster a truly customer-centric culture
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.
The digital customer experience is the new battleground for brands to differentiate – with the rapid adoption of mobile devices and social networks, customer behavior is changing and customers are dictating 80% of their experience, while brands influence only 20%. Customers want to interact with Brands on their terms. The rules of engagement are changing and Brands need to adapt quickly. This session will share the Rogers story and how their social experience is putting the customer in the driver’s seat, and dramatically delivering strong business results.
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.
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.
Interact with conference speakers and fellow attendees.
Abstract: From virtual assistants that personalize the shopping experience to the next generation of assistance with tax preparation, Artificial Intelligence is enabling more conversational, highly relevant and human-centered user experiences than ever before. With the ability to understand, reason and learn from each user interaction, building cognition into experience design is the next breakthrough for companies looking to transform their businesses. Join Tom Nawara of IBM iX to learn about the many tools in the cognitive toolkit and how to strategically harness them to tackle marketers’ biggest business challenge: tomorrow.
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.
A technology stack is the grouping of technologies used to conduct and improve business activities. Acquire insights from Lenovo on their DCX tech stack journey to develop a seamless customer experience. Develop a blueprint to:
Navigate your technological processes to provide optimal DCX results.
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.
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.
Managing the numerous moments in your customer’s journey with you is critical in transitioning them from prospect to brand advocate. Harness contextual, real-time data to ensure you are producing positive customer experiences. Gain perspective to:
Move at the speed of your customers to meet and exceed their expectations.
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.