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Featured Speakers

Enhancing Customer Experience through Improved Journey Mapping, 
Design and Optimization

The pandemic has caused a behavior shift that will permanently alter customer journeys for most, if not all, businesses.

Post-pandemic, an increased proportion of customer journeys will take place via digital channels.  While this transition will pose challenges in the short term, in the long term it will provide greater opportunities for those looking to differentiate their offering by designing innovative customer journeys.

With that in mind, CX Live: Customer Journey Management 2021 will be focused on how to optimize your customer journeys through:

  • Customer Journey Mapping: effectively visualizing existing and future state customer journeys to identify key touch points and causes of friction
  • Customer Journey Analytics: utilizing data to measure, track and improve existing customer journeys
  • Customer Journey Orchestration: ensuring that you have a truly integrated omnichannel service model to deliver a seamless and personalized experience
  • Culture Change: leveraging insights derived from your journey management project to foster a customer-centric organizational customer, and realign the business around customer goals and objectives

    4 Reasons to Attend

    Hear the best case studies from across the globe

    Access the content on demand and watch in your own time

    Assess the latest technological innovations 

    It is 100% free to attend

    AGENDA FOR 2021 

    DAY ONE l 13TH APRIL 2021 
    9.00am EST Understanding if your CX Journey is Successful: Measuring Customer Experience Through a Journey Lens
    This session will address: 
    • Tracking journey success through defining, measuring, analysing and implementing analytics
    • Assessing experiential scores, A+B testing based on demographics and ease of use when it comes to navigating across digital platforms
    • Measuring the performance of each journey, defining success and using journey interceptions to develop the journey further
    Beverly Peeling, Global CX & Digital Transformation Lead, Kimberly-Clark 
    10.00am EST Utilising Journey Analytics to Quantify the ROI of CX Investments 
    This session will address: 
    • How to adopt customer journey analytics to advance CX measurement programs
    • Why investing in customer journey analytics can aid aggregation of customer journey data
    • Resolving customer identities across channels, identify the root cause of CX issues and test potential journey improvements
    11.00am EST Understanding if your CX Journey is Successful: Measuring Customer Experience Through a Journey Lens
    This session will address: 
    • Tracking journey success using journey success scores
    • Prioritising underperforming journeys for investment
    • Measuring the performance of each journey and the in-journey signals that predict journey success
    12.00pm EST Developing a 360 Degree Customer View to Enhance the E-2-E Customer Journey 
    This session will address: 
    Smart segmentation of data – assessing product affinity, customer behaviour and subsequent customer communications
    Why aren’t customer engaged anymore and what strategies are being used to overcome this challenge?
    Understanding channel integration and channel optimisation based on the demographic of the customer
    Ana Pia Guzman-Briley , Director of Loyalty & Customer Engagement, TGI Friday’s 

    DAY TWO l 14TH APRIL 2021
    9.00am EST Adoption of Journey Orchestration to Advance to the Next Level of Personalization
      For the past decade, there’s been a lot of talk about delivering a personalized experience as if it’s simply about “providing each customer with the right offer at the right time.” However, the lack of a seamless, coherent experience, particularly in large enterprises, is driving the need for journey orchestration.  The goal for journey orchestration is to harness journey data to improve personalization decisions across touchpoints, thus delivering a seamless and relevant experience for each customer.  This session will address:
      • How to ensure customer experience, customer care, product and marketing teams coordinate initiatives and deliver seamless experiences across touchpoints
      • How to implement and deliver consistent experiences
      • Personalize actions based on each customers’ overall experience
      • Orchestrate corrective actions when needed 
      Barbara McLaurine, North America Voice of the Customer Lead, Bayer 
      Ashley Lickenbrock, CX Design Strategy Lead, Bayer 
    10.00am EST Understanding the ROI of Customer Experience Journey Mapping
    This session will address: 
    • Identifying the journeys that matter the most to your customer based on customer goals and business success
    • Striving to retain customers and maximize customer lifetime value
    • Measure and monitor the in-journey signals that predict journey success and value to the customer
    11.00am EST Why Linking the Employee Culture to Customer Outcomes Correlates to Increased Company Revenue?
    This session will address: 
    • Reinforcing a customer-centric culture and for employees to know that customer-oriented attitudes and behaviours are expected
    • Understanding the tangibility of organization-wide alignment because everyone is working toward the same goals
    • Establishing a single, unified view of the customer
    12.00pm EST Fireside Chat: Adopting a Holistic Approach to Customer Journey Management
    This session will look to address:
    • Educating and challenging Executive leaders on best CX practices
    • Adopting a fully integrated top down initiative to humanise the brand and gain not only internal buy-in but external buy-in
    • Understanding governance on change management to begin onboarding
    Lisa Kauffman, Voice of Customer Director, WorldPay

    CX Network Live | Who attends our online events 

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    Who you will meet

    CX Network Live has been designed for Heads / Directors / General Managers of:

    Customer Experience

    Digital Transformation


    Mobile Strategy

    Customer Feedback

    UX / UI

    User Experience


    CX Network Live | By the numbers 

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    CX Network Live  | How it works 


    Step 1: Register
    Click on any of the register buttons on this page. Enter your information and secure your place


    Step 2: Confirmation email
    This will be dispatched upon registration and will contain login information


    Step 3: Schedule time
    Mark some time in your calendar when you can be free of distractions or watch with colleagues


    Step 4: Watch the event
    Click the link in the confirmation email and prepare questions for our industry-leading speakers

    Get involved with CX Network Live

    For more information on how CX Network is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!

    John Kearns, Head of Online Sales, CX Network