Customers expect brands across industries to offer digital experiences that are engaging, personalized and convenient. Maximize customer value with key insights on transforming the consumer experience with a fresh perspective on technology. Source practical tips to:
Digital transformations require the alignment of people, processes, technology, and also the leadership of your organization. Beat leaner competitors to customer-centricity with a smooth digital transformation and seamless customer journeys. Master the success factors to:
Accelerate your digital CX transformation by realigning your organizational priorities.
Omni-channel CX design creates opportunities to improve engagement with your brand. Leverage insights to develop interactive experiences that improve your marketing ROI. Take away specific solutions to:
Increase brand engagement with personalized customer communications.
With 90% of customers trusting peer references, it’s no surprise that most executives see CX as a major priority. Remain competitive in a dynamic marketplace characterized by increasing technological complexity and demands for personalized engagement. Create a roadmap to:
Maximize return on CX by building it into your company’s DNA.
Steve Jobs famously once said 'You have to start with the customer experience and work backward to the technology'. Source key strategies about:
Build experiences that customers love to use, not just need to use.
In an effort to improve customer satisfaction, many services in today's competitive landscape are focused on understanding the customer journey. Grasp the use of data at your disposal to improve and optimize your customer journey mapping. Source a methodology to:
Boost your growth and satisfy your customers by turning data into an action plan.
Having a digital CX strategy is not enough without the prepared leaders who are aligned around it and prepared to inspire your people. Ensure your entire organization is aligned around your digital CX strategy. Source answers to these key questions:
Conquer the CX elephant to get ahead of the competition, connect the dots and share the formula for CX success
In today’s digital age, getting the user experience right is essential for your company’s survival. Identify the key pillars to crafting exceptional B2B and B2C experiences that will reinforce customer trust and maximize your company’s CX potential. Generate a plan to:
Take away strategies to develop outstanding experiences for all your customers and users
Contact channels must evolve to create experiences for customers if they will succeed in engaging now that apps alone have been declining as a driver of customer engagement. Other companies are reaping the rewards of participation in physical channels. Personalize the customer experience across the mobile landscape with your omni-channel strategy. Adopt best practices to:
Reach customers at the channel of their choice, wherever they are.
The changing landscape is B2C CX design is transforming the B2B experience expectations. Delight your B2B customers by surpassing their experience expectations. Master the success factors to:
Transform your B2B customer experience strategy with a fully-digital CX.
Delivery becomes a major challenge when customer-centricity leads to product transformation. How do you successfully bring together business, technology and design resources to design and deliver a great experience that’s rapidly scalable? Master the success factors to:
Balance an ideal user experience with operational realities in your B2B CX strategy.
Integration, Big Data, Personalization, Automation – assumptions are that creating a digital customer experience would mean needing to exclude the human voice. Yet with over 192B calls to businesses expected by 2020 (BIA/Kelsey 2017) and research indicating “callers convert 30% faster than prospects from other channels” (Forrester 2018), are you including ways to leverage the data from your phone calls?
Grasp how call tracking and call routing extend your digital CX with analog and offline marketing to provide a holistic DCX.
Unwind and mingle with the delegates and speaker at our end-of-the-day reception. Bring your business cards!
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.
Brands are struggling to keep up with exploding customer expectations across multiplying touchpoints. This has led to a Customer Erosion Crisis. $56 billion was spent last year alone on technology trying to fix this problem.
To meet the crisis head on brands must shift from a brand-first, pre-determined to a customer first, intent-driven model. In this session we’ll explain intent-driven customer journeys and the impact they have on brands.
An omni-channel customer experience provides a prime opportunity to engage with customers, source their needs and in turn feature their experience with your brand. Marketing your product is no longer enough, get ahead of the competition with customer-centric video, social and digital marketing strategies that put your customers’ experience with your product and service at the forefront. Take back strategies to:
Maximize the impact of your marketing content by selecting the right stories and sharing through the right digital channels.
How many channels does your company use to communicate with your customers? How many channels do your customers use to conduct business with you? In 2002, the average consumer used only two touchpoints during the purchase process, but today it's an average of 6. Factor in social media and that number continues to grow. While the majority of companies have an established multi-channel presence, most of them aren't evaluating their cross-channel experience. By reviewing factors like channel transition, navigation, value and comprehension, marketers can identify quick wins to improve the brand experience and benchmark current state.
Voice of the Customer (VoC) initiatives give companies an opportunity to build communities around their brands. Understand your customers better and leverage their engagement with your brand. Create a roadmap to:
Maximize brand advocacy in dialogue with customers.
Designing for your B2B customers to gain success means thinking about their customers, too. Increase customer success and loyalty with digitally-enhanced consultative sales processes.
Maintain B2B loyalty with customer-centric design.
Benchmark your progress and thinking with industry peers in this interactive session. Delegates will divide themselves into informal discussion groups centered on a variety of topics relating to the digital customer experience. Topics to be discussed will include:
A growing issue in big data and Analytics is the increasing number of sources available. Develop a 360º understanding of your customer journeys using Voice of the Customer feedback, strong analytics and new data sources. Generate a plan to:
Transform your CX with the right analytics, on the right data, at the right time.
80% of an organization’s new customers are its old customers. Elevate and expand your B2B brand loyalty with a proactive customer success program for your products or services. Walk away with an action plan on:
Create a culture of innovation and growth by investing in your customers’ success.