Customers expect consistent experiences across all the channels they use to interact with your brand. Maximize customer value with key insights on preparing for the future of CX with a fresh perspective on technology and process trends. Source practical tips to:
Improve your customer acquisition and retention strategies to boost your profits.
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.
Engage with your CX peers. Quick rotations will help you break the ice and get to know fellow executives. Bring your business cards, make the right connections, and build exclusive knowledge!
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.
With an increasing focus on digital CX comes an increasing amount of customer data. Ensure your market segmentation is on the right track. Source practical tips to:
Enrich your data analytics to maximize your customers’ journeys.
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.
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
Employing technology to streamline processes creates efficiencies, yet any automation or AI must reinforce the pillars of your current CX. Establish an efficient automation process to maximize your ROI. Create a roadmap to:
Differentiate your company with a better CX.
Apps have been declining as a driver of customer engagement, to the point that 20 percent of companies will abandon their apps by 2019 (Gardner). 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!
A digital transformation is a time of opportunity to create new touch points, expand reach with partnerships, and increase personalization. See the benefits a systematic change can have on your organization, and master the success factors to:
Renew your customer experience with a full digital transformation.
The omni-channel customer journey puts demands on contact channels that are sometimes unfit to purpose. Accelerate customer care by resolving queries in as few contacts as possible. Take back to your office strategies to:
Improve your customer care efficiencies with the right content in the right channels.
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.
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.
Voice of the Customer (VoC) initiatives give brands an opportunity to build communities around brands. Understand your customers better and leverage their engagement in your brand. Create a roadmap to:
Maximize brand advocacy in dialogue with customer communities.
With GDPR becoming active in Europe, and new data breaches eroding trust in companies from Experian to Facebook, your customers are expecting more transparency. Maintain customer loyalty with coherent user privacy policies. Adopt best practices to:
Keep your customer data safe with security and integrity best practices.
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.
The afternoon will wrap up with a discussion of what to start, what to stop, and what to continue doing in your organization.