Ritanbara Mundrey, Global Consumer and Marketplace Insights, Nestlé
AI and ML technology has been developed to better analyse data and improve customer satisfaction, however the intent of harmonising individual experiences can cause more issues than solve. As technology evolves, it is no longer enough for a one size fits all business. In this session, discover how to break through the data noise and find the right signals to deliver a personalised customer experience.
Derek Eccleston, Director Expert Insights, - InMoment EMEA
The foundation stone of every great CX programme is a comprehensive journey map which documents every touch the customer has with the brand, the desired outcome and emotional context. Today, journey maps need a combination of both EX and CX, thus, in this session, discover examples from leading brands across various verticals on how they’re leveraging and bringing all data sources together for a single customer view. In this session, discover the connection between “smooth” customer journeys and business revenue:
Bonnie Chase, Sr. Product Marketing Manager, Coveo
Coco Deng-Kral, System Solutions Consultant - Coveo
In today’s digital rush, companies are deploying multiple channels to meet varying customer service needs however optimizing channels in silos can lead to a disjointed customer service experience. The best modern support experiences leverage AI to give customers a personalized and seamless experience across all channels. In this session, get a glimpse into some innovative use cases which helped:
Stephen Kennedy, Director of Pre Sales, eGain
2020 has been a difficult year for the CX industry - businesses are forced to go digital, contact centres are not designed for social distancing, and employees are advised to work from home. While everyone is adapting to change, discover how a leading insurance firm dealt with 700% increase in customer contact volume with speed, scale and quality.