Joining us from New York, Curran Raclin, the National Hockey League’s Vice President of Data and Insights, will delve into the work his team underwent to drive fan engagement and new waves of customer experiences amidst the closure of several arenas in 2020.
With a 2021 strategy focused on getting fans connecting with both the game and their individual players, hear the strategies NHL are employing in the field of AI and digital transformation to maintain a strong fan engagement strategy.
2020 drove customers of all kinds online at a rate that amounted to a jump of five to ten years in projected adoption. New customers arrived in record numbers while existing customers behaved less predictably. Businesses of all kinds realised that they needed to develop insights faster to catch up to their customers. But, acting quickly is only effective when it is informed. Learn why analysing and anticipating their reactions at decision points and during moments of friction is the next evolution of experience management.
In this session, Brad Meehan will discuss the new paradigm in customer centricity and challenge Leaders to take their organisations to the next level in terms of behaviour, insight-driven decisioning, visibility and purpose.
This panel will deep dive into the role automation and digital services play in driving better and more seamless customer experiences. With the uptake of online services during the COVID-19 pandemic, businesses have discovered the value of digitising the customer experience and creating simplified processes for both efficiency and cost-savings.
The question on everyone’s mind? When there is a plethora of services available, where do we start?
Join us for our brainweave clinics as we benchmark and implement new operationally efficient CX strategies in the post-pandemic world.
Each attendee will have the option to pick 2 of the following roundtables they would like to attend, structured as mini, 40-minute masterclass sessions per rotation.
How to drive marketing automation to reignite existing customers and drive new levels of acquisition
How to ensure your CX function has the right data collected to improve your overall customer journeys
How to drive the right CX capabilities internally and improve buy-in by demonstrating CX ROI
How to re-think what a good marketing and CX strategy looks like to future-proof your organisation
With over 500 billion data points collected every 30 minutes, Jemena are one of the leading organisations in water and utility management driving improved personalisation services and overall customer engagement programs.
Hear from Andrew Davis, General Manager for Innovation & Strategy as he discusses the Jemena journey and how they’ve worked to drive better experiences through data.
Jean-Luc Ambrosi, Executive General Manager of Marketing and Digital at TelstraSuper, sees technology as a critical component in the creation of a fully integrated CX strategy.
Having undertaken their digital transformation over the past 4 years, the team have worked to introduce a personalised communication strategy through the public and secure website as well as outbound communication. This has included the creation of separate destinations based by customer profile.
Learn how TelstraSuper continue to pinpoint the full member journey, understanding pain points and where the team can add more value for members.
Going from 60 to 130 contact centre agents in less than 6 months, Bunnings have undergone a significant transformation to drive digital customer engagement and online sales to retain customers.
With a focus on customer communication and feedback, Steve Hoffman, Bunnings’ CX Lead, will showcase his company’s journey and key findings, as well as how they managed to acquire over 300,000 survey responses from customers in the space of a month – an increase from 30,000.
In times of disruption, re-designing strategy can be critical in driving an organisation’s BCP and maintaining internal efficiencies. However, the true challenge comes when we go from strategy to actual implementation.
Our panelists will discuss the journeys they’ve undergone in driving CX change across the organisation, and how CX leaders can actively implement change to boost customer loyalty and retention.
As a highly personalized and relationship-driven company, Inspiration Paints have achieved a lot in their shift to virtual in light of the 2020 pandemic.
Joel Steel, Head of Marketing at Inspiration Paints, will deliver a case study on the work his team did to launch a full-scale ecommerce strategy. This led to an increase in sales and stronger brand loyalty over the last 12 months.