In today's fast-paced and highly competitive business landscape, the power of customer recommendations has never been more pivotal. In an era dominated by digital platforms and social media, word-of-mouth has transcended traditional boundaries, amplifying its impact and importance. Despite this, customer recommendations remain difficult to track and measure.

In this session, we will explore the role that customer recommendations play in shaping brand perceptions and driving loyalty, as well as methods for quantifying and increasing them. From leveraging online reviews to creating brand advocates, this session will uncover the strategies that businesses can employ to harness the full potential of customer recommendations in building a loyal customer base.

Attendees will learn:

• The science behind recommendations: Understand the psychological underpinnings of why people trust recommendations from friends, family, and peers more than traditional advertising.
• Strategies for amplifying customer voice: Explore ways to encourage and amplify positive customer recommendations across various platforms. This includes leveraging social media, referral programs, and review sites as tools for building a robust online reputation and fostering a community of brand advocates.
• Measuring the impact of recommendations on customer loyalty: Learn about the key metrics and analytics to track recommendations, how to attribute sales to recommendations, and how this data can inform your broader customer loyalty strategies.

Unlike traditional loyalty, which may be based primarily on transactional or convenience factors (such as prices, rewards, or location), emotional loyalty is rooted in the feelings and emotions that a brand evokes in its customers. Nurturing emotional loyalty can be the key to customer retention. One way to develop emotional loyalty amongst customer is by building a brand ecosystem that offers multiple engagement touchpoints that are not solely sales related but that provide personalized advice or content that is relevant and helpful to the consumer. This is a key priority for CX practitioners and CX Network’s Global State of CX 2024 survey found that 24 percent of respondents listed customer engagement as an investment priority in 2024.

While creating engaging and personalized content can be timely and expensive, AI now has the capability to do develop such content quickly and relatively cheaply. This session will explore how organizations can build emotional loyalty by increasing engagement touchpoints, and how AI can help in this process.

Join this session to learn more about:

• The psychology of emotional loyalty: Explore the science behind emotional loyalty and uncover the potential cost benefits of having an emotionally loyal customer base.
• Incorporating engagement touchpoints: Discover the myriad opportunities to increase engagement with personalized content throughout the customer journey and learn what content performs best, and when.
• Use cases for AI in building emotional loyalty: Learn how AI can increase output of personalized content while reducing costs.

With 83 percent of people agreeing that “seamless experience across all devices” is important, and as digital interfaces increasingly serve as crucial touchpoints in the customer journey, user experience (UX) has never been more important in inspiring loyalty. Great UX combines function, form and aesthetics to create solutions that not only serve but delight customers and keep them coming back. Close collaboration between UX, product and research teams to define products and constantly test ideas is essential to ensure customer centric design that fulfils consumer demands.

In the current AI boom, humanizing technology is critical. Taking an empathetic approach to UX design based on customer feedback is essential to ensure that digital products remain human-centred.

Joining us to discuss this is Aparna Unnikrishnan, UX mentor and UX Design Manager for Tablets at Amazon. In this session we will examine the importance of collaboration between teams, and explore how business viability, user desirability and empathy for customers and collaborators come together to achieve UX that promotes loyalty and nurtures customer relationships.

Attendees to this session will learn more about:

• Taking a holistic approach to UX through collaboration with product, research and sales teams.
• Robust test and learn processes based on customer feedback to constantly refine products and improve customer experiences and retention.
• Humanizing technology that solves your customers’ problems in the age of AI. 

Aparna Unnikrishnan

Head of UX Design, Fire Tablets
Amazon

See Bio

According to CX Network’s Global State of CX 2024 report, 28 percent of CX practitioners find that economic conditions in regional markets and a further 20 percent find that economic conditions in global markets are a key obstacle for bringing CX improvements to life. In such challenging conditions, understanding and tracking customer lifetime value (CLV) is paramount for businesses striving to retain existing buyers and foster long-term loyalty. In this session we will delve into the significance of CLV as a key metric for gauging the overall health of customer relationships and informing retention strategies.

With customer acquisition costs rising and customer churn posing significant challenges, businesses must shift their focus towards maximizing the value of existing customers. By tracking CLV, companies can identify high-value customers, personalize their experiences, and implement targeted retention tactics to nurture lasting relationships and drive sustainable growth.

Attendees will learn:

• ·Understanding the components of CLV: Gain insights into the various factors that contribute to CLV, including purchase frequency, average order value, and customer retention rates. Learn how to calculate CLV using different methodologies and understand the nuances of each approach to effectively measure and track customer value over time.
•  Utilizing CLV to inform retention strategies: From identifying at-risk customers to segmenting your customer base based on CLV metrics, learn how to prioritize retention efforts and allocate resources effectively to yield the highest return on investment.
• Implementing CLV measurement and optimization: Learn how to integrate CLV calculations into your existing analytics framework, leverage predictive modelling techniques to forecast future CLV, and continuously refine your retention strategies based on real-time CLV insights.

In today's dynamic business landscape, where customer expectations are continually evolving, the Net Promoter Score (NPS) remains a pivotal metric for gauging customer satisfaction and loyalty. As organizations strive to retain customers and foster brand advocacy, understanding the nuances of NPS implementation and interpretation has become more crucial than ever.

In this session, we'll delve into the intricacies of NPS, exploring its significance in modern customer experience strategies and unveiling actionable insights for leveraging NPS effectively to drive business growth and customer retention.

In this session, attendees will learn:

• The fundamentals of Net Promoter Score: We'll cover the basic concepts behind NPS, including how it's calculated and why it's considered a valuable metric for measuring customer loyalty.
• Best practices for implementing NPS programs: Discover strategies for designing and executing NPS surveys that yield meaningful insights, as well as techniques for interpreting NPS data to inform actionable improvements in customer experience.
• Leveraging NPS to drive business growth: Explore real-world case studies and success stories highlighting how organizations have utilized NPS as a catalyst for enhancing customer satisfaction, increasing retention rates, and ultimately driving sustainable business growth.