Sean Albertson

Traditionally, people think of the customer experience relating to one customer or end user. Today, CX impacts so many stakeholders across an organization – all with different requirements and expectations. When it comes to e-commerce, Ricardo will discuss creative solutions that can be put in place to support the overall experience for service providers, employees and consumers, and how each user journey requires customized solutions and tools to be effective. From automated voice or chat, to apps, to frictionless returns, Ricardo will share his perspective on how organizations can harness technology to drive CX to achieve business outcomes.

Disjointed customer experiences are a widespread marketing pain point. Delivering seamless digital user experiences across the touchpoints of the customer journey is tough, and a traditional channel-focused approach will not get you there. Source practical tips to:

• Prevent siloed CX by moving away from a traditional channel mindset that delivers a seamless DCX to internal and external audiences
• Avoid implementing monolithic technologies that hinder a cohesive user experience across different touchpoints
• Develop a strategy for effectively utilizing customer data, enabling the creation of composable user experience (UX)
• Generate user insights using AI

Transform your company’s service and experience impact to increase customer satisfaction and loyalty.

What if the person using your product isn’t the customer who’s paying for it? Designing customer experience is both an art and a science. It relies on understanding the person consuming your product at every turn, whether they’re the one paying for it or not. When those people are different, things get interesting. Connect with consumers at every turn in unique ways, whether they’re a paying customer, a user or both. You’ll think about customer journeys in a whole new way while creating a roadmap to:

• Target the right person at the right time in the right way
• Design for different users and customers
• Pushing yourself to think this way even when your user is your customer will improve your customer experience

Digital and video content puts a personal touch to a brand’s marketing campaign, allowing for immediate engagement with potential customers. Transform your customers’ brand experience and streamline the sales funnel by implementing a strategic approach. Develop a blueprint to:

• Ensure every piece of your digital content serve a purpose
• Begin your ideation process by identifying customer pain points and make meaningful improvements to the CX
• Create a lasting impact on your target audience, fostering long-term brand loyalty

Impact your brand engagement approach to captivate customers and accelerate business growth.