Free Online Event | 14 - 15 September, 2021
Agenda Day 1
9:00 am - 9:45 am
EST
Panel Discussion: Uncovering Better Insights with User Research and Customer Data
Kitty Xu, PhD, She/her -
Senior Quantitative User Experience Research Lead,
Pinterest
Joshua Tye, CSSGB, CDTP - Senior Customer Operations Lead, Cash App
Tugsad Karaduman - Head of Digital Customer Experience, Coca Cola
No matter how much you think you know about your users or customers, second guessing their behaviours is not enough; however, conducting research is crucial to uncovering valuable insights and aligning your product or service to your customer needs and goals. In this session, discover various strategies from 3x panellists on how they’re able to uncover quality insights. Talking points in this panel include:
- Reading customer signals and predicting behaviours to personalise experiences
- Combining hybrid research strategies through surveys and scientific data
- Making proactive data-driven decisions to transform customer journeys
- Creating more empathy in product teams to enable better services to the end user
10:00 am - 10:45 am
EST
Physical vs Digital - What do brands need to consider when building future omnichannel experiences
Derek Eccleston -
Director Expert Insights,
InMoment
Simon Fraser - VP of Customer Experience Strategy, InMoment EMEA
We will be sharing our top takeaways from our recent study conducted in the UK, Germany and France, delivering insights into consumer perception on how the physical and digital experience has changed and how the expectations of the consumer will shape the future of the omni-channel experience.
- How consumers are changing the way they interact with brands
- How the expectations of customers are shifting across different industries and countries
- What are consumers looking for from the brands they choose to use over the next 12 months
Sponsored by: InMoment
11:00 am - 11:45 am
EST
How to Build Frictionless Digital Journeys for Your Customers
David Geffen -
VP Product Marketing,
Glassbox
Edwin Goodwin - Associate Product Manager, Rocket Mortgage
Organizations today are quickly realizing digital experience data provides insights that are necessary to grow the bottom line. Setting the foundations to extract value from that data is often a challenge. Join David Geffen, VP Product Marketing, Glassbox and Edwin Goodwin, Associate Product Manager, Rocket Mortgage for an interactive discussion on how companies set up a scalable digital experience practice. We’ll discuss best practices including:
- Understanding what analytics are most important to optimize
- Tips to establishing a digital experience framework
- Collaborating across different parts of the organization to drive business outcomes
Sponsored by: Glassbox
12:00 pm - 12:45 pm
EST
Killer Apps for Speech and Text Analytics: 12 Ways to Deliver Value Now
Ed Creasey -
Director of Pre Sales,
Calabrio
Join Ed Creasey of Calabrio as he shares 12 use cases and case studies that show how to deliver value quickly and sustainably with Interaction Analytics. Let Ed show you how to use data within the analytics program to deliver fast results, how integration and governance set you up for success, how analytics pipeline management can prioritise when you invest your time and get ROI, and how to combine Analytics with your existing Business Intelligence, Quality Management, Customer Survey, Training and Coaching Programs.
- Customer centric marketing drove 300% increase in service
- Reduced Average Call Time By Nearly 2 Minutes
- Improved agent satisfaction by 26%
- Increased NPS by 19% in only 2 months
Sponsored by: Calabrio
