Why is creating a single source for managing your customer journeys critical for today's businesses? What does journey analytics mean for CX? How can advanced analytics be brought into the customer side of the organization to improve brand health and re-engage for customer retention and upsell? Mark Smith will provide answers to these questions and more on the value and impact of real-time decisioning on retention and upsell
Consumer expectations continue to grow, while brands face increased pressure to provide frictionless commerce experiences and deliver on the promise of now. Simply “getting it right” isn’t enough. To differentiate themselves from the rest, brands must recognize their unique superpower – the one thing they do better than anyone – and align their businesses completely towards that capability to exceed customers’ expectations. Join Facebook to learn how to identify your unique ‘superpower’ and build stronger experiences in the digital age. We’ll cover:
Bringing together a stellar group of leading CX champions from a cross-section of industry in discussion on how to excel and over deliver on customer expectation. Source practical tips to understand:
Gain insights from leading CxO’s on why DCX is crucial for business growth.
Being customer-centric is now the benchmark on what determines continued business success. Increase speed to market of new products and services and streamline operations with a customer-centric culture. Master strategies to:
Make a CX first approach your leadership priority.
Harnessing social media for innovation project success
A road-map on how you can grow your business at scale, through implementing a robust DCX strategy
In a digital and content driven economy you need to create leading-edge customer engagement. Ensure your cross-channel content transforms your customer engagement with your brand. Gain practical insights on how to:
Learn how to integrate digital marketing for greater ROI on your marketing spend
The best digital experiences are designed for all customers, not just market personas. Expand your brand’s reach by considering all users in your Digital CX design. Gather practical insights to:
Improve your service delivery to connect with a wider audience.
Mobile apps, using open API’s in creating a seamless integrated experience. With technology constantly advancing and machine-learning automating many tasks to scale, using APIs helps you meet, and exceed customer expectation.
Learn how to ensure your mobile app design is developed with a CX-led approach:
Optimize your mobile-channel strategy and engage with your customers on their prepared channel.
According to a recent study over sixty percent of senior marketers invest their allocated budget to content, development and performance optimization. Plan your integrated digital CX strategy to ensure better performance and
optimization. Achieve a step-by-step action plan to:
Successfully plan an integrated DCX strategy from a UX, design-led lens.
Your competitors are improving their digital CX each day, and you must too. Place the customer first and manage their journey and interaction with your brand. Walk away with an action plan to:
Take away practical insights on how to manage CX across-channels for consistent brand experience.
Employee Experience is the new frontier in CX. Focus on your employees to develop the ultimate way to delight and surprise customers. Gain insights on:
Gain insights into how EX impacts the overall brand experience - and brand perception.
One of the most common challenges is the development of a strong, consistent customer engagement experience. Source practical tips to:
Stay ahead of the competition by identifying engagement gaps.
The art of creating a cross-platform integrated digital customer experience. The importance of identifying customers and tailoring a personalized experience is crucial for customer engagement. Master success factors to:
Gain insights into changing customer behavior from a uniquely APAC perspective.
In order to compete in today’s global marketplace, companies need to understand and serve customers that span generations, backgrounds, and experiences. Get an inside look at how one Fortune 300 company is using CX tools to innovate and reach a new era of customers. Attendees will learn how to:
Gain insights on CX research methods that will help you understand your customers and develop innovative products.
Digital customer experience is all about creating memorable experiences, and lasting impressions. Generate greater loyalty with the right information, product and service for your customers in real-time. Take back to the office a plan to:
Gain key insights on how you can strike a balance between maximizing profit and delivering on customer expectations.
Online customer activity and the data collected from them give companies greater insights into customer behavior, specific nuances and preferences to tailor product offerings. However, how can businesses aggregate and use data, whilst ensuring customer privacy and security? Understand how to create a roadmap to:
Learn to balance balancing data privacy strategies and still meet customer need for personalization.
Navigating the technology landscape is no easy feat. Adopt new technologies to decipher what will and won’t work for you. Source practical tips on understanding:
Navigate the technology landscape to boost your DCX efforts.
Forward-thinking companies understand the imperative of turning their customer contact center into a profit center that helps achieve the company’s revenue goals. Walk away from this interactive session understanding:
Using game theory in the development of and execution of loyalty programs and promotions. With over 34,000 promotions for Shop Your Way partners on a platform, designed for loyalty and data collection, learn how gamification can help engage and wow your customers;
How to ensure customer loyalty and retention by using gamification