Free Online Event | 31st August and 1st September 2021
Event Partners & Sponsors
Lead Sponsor
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Lead Sponsor
Quadient helps companies deliver meaningful interactions with current and future customers. A...
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Clarabridge offers the leading out-of-the box SaaS solution to power customer experience management initiatives. Businesses gain insight to improve the customer journey, spanning all business processes and customer interactions. Social care teams use Clarabridge to provi...
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Intercom has built the world’s best business messenger, offering the only totally customizable messaging suite that drives growth at every stage of the lifecycle. Our mission is to make internet business personal and we help businesses grow by building better, more personal relationships with their cu...
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VeriCall embraces both people and technology and brings them together with innovative and intuitive solutions to, essentially, make engaging with your customers easier and more efficient – AND, of course, more cost effective! We help you keep pace with change and demand by making sure we are c...
Increasing Customer Acquisition, Retention and Experience through Omnichannel Integration
Customer research shows that organizations with a poor omnichannel strategy retain just 33% of customers, while brands with effective omnichannel engagement programs keep 89%.
Central to the success of these omnichannel programs is not only ensuring you have the right mix of contact channels, but that they are effectively integrated and the experience is consistent across all channels.
With that in mind, CXN Live: Omnichannel CX 2021 will be focused on:
- Developing a single view of the customer to enable a consolidated view of customer touch points
- Enhancing personalization by providing communication channels that mirror customer preferences
- Integrating customer service agents with digital channels to ensure that the human touch is still prevalent in the interactions that matter the most
- Utilizing Customer Journey Mapping to identify the unique interplay between different channels of those looking to buy your products and services
- Leveraging customer data generated from different touch points to optimize the end to end customer experience
OMNICHANNEL CX 2021 AGENDA
31st August
09:00 ET
Fireside chat: 101 on Implementing an OmniChannel Strategy
Saki Takeda, Head of Product Management, Netflix
10:00 ET
Next-Level Omnichannel: How Going Digital Lowers Service Costs While Increasing Satisfaction
Gio Bryden, Director of Customer Success, Acquire
Norm Alegria, Director of Guest Care, Dufresne Group
Gio Bryden, Director of Customer Success, Acquire
Norm Alegria, Director of Guest Care, Dufresne Group
11:00 ET
Session Reserved for Intercom
Bobby Stapleton, Director of Customer Support, Intercom
Bobby Stapleton, Director of Customer Support, Intercom
12:00 ET
5 Ways to Leverage Omnichannel to Improve Customer Experience, Engagement and Retention
Adam Taylor, CEO, VeriCall
13:00 ET
Humanising the DX to Define a Successful UX
Jennifer Borchardt, Vice President, Omnichannel Experience & Strategy | Wealth Management, US Bank
Adam Taylor, CEO, VeriCall
13:00 ET
Humanising the DX to Define a Successful UX
Jennifer Borchardt, Vice President, Omnichannel Experience & Strategy | Wealth Management, US Bank
1st September
09:00 ET
Fireside chat: Utilising Empathy and JAD sessions to Develop a 360- Degree View of the Customer
Synthia Padala, Sr. Product Manager, Macy’s
Synthia Padala, Sr. Product Manager, Macy’s
10:00 ET
Mind the Gap: Avoiding Common Mistakes when Interacting with Customers
Scott Draeger, VP Digital Transformation, Quadient and Andrea Tucker, VP Product Marketing, Quadient
Scott Draeger, VP Digital Transformation, Quadient and Andrea Tucker, VP Product Marketing, Quadient
11:00 ET
The Elusive Omnichannel Advantage – How to make the complex simple with scalable technology
Chris Cummings, Principal Product Manager, EngageOne, Precisely
Chris Cummings, Principal Product Manager, EngageOne, Precisely
12:00 ET
The Role of the Call Center in Transforming Omnichannel Experiences
Kathrin Bohnert, Senior Manager of Customer Experience, LogMeIn
13:00 ET
The Role of the Call Center in Transforming Omnichannel Experiences
Kathrin Bohnert, Senior Manager of Customer Experience, LogMeIn
13:00 ET
Case Study: UMB prioritizes agility to exceed customers’ expectations
Stephanie Shaffer, VP Consumer Experience Design, Omnichannel, UMB Bank
Stephanie Shaffer, VP Consumer Experience Design, Omnichannel, UMB Bank
CX Network Live | Who attends our online events
Who you will meet
CX Network Live has been designed for Heads / Directors / General Managers of
Customer Experience
Customer Service
Marketing
Digital
Data Analytics
Digital Transformation
Business Intelligence
Insight
CX Network Live | By the numbers
1,200+
CXN LIVE: FEEDBACK & SATISFACTION 2020 REGISTRANTS
1,990+
CXN LIVE: CONTACT CENTERS 2020 REGISTRANTS
2,100+
CXN LIVE: CUSTOMER DATA, INSIGHT & ANALYTICS 2020 REGISTRANTS
1,500+
CXN LIVE: DIGITAL CX 2020 REGISTRANTS
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
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
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
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!
Fran Thirley, Online Sales, CX Network
fran.thirley@iqpc.com
In Partnership With :
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