In a world of perfect omnichannel harmony, messaging across channels should be unified so that what each audience sees is both personalized to them, but also to the channel in which it appears. Meeting consumer expectations is key.

This session will address:

• Understanding how Nespresso are leveraging the benefits of offline and online
• Touching on the importance of brand identity, awareness, brand loyalty to the drive consumer retention and new business
• Discussing the importance of building the online and offline experience in tandem to create a central view of the customer
• Touching on adding a layer of quality to develop the CX in a physical and digital environment. Example – Masterclasses
• Assessing how to consistently adapt consumer experiences to ensure that customers are receiving the absolute best customer experience possible based on expectation
• Explaining the importance and significance of VoC via feedback and how EX and CX are aligned strategically

---

Customer expectations are changing faster than ever, there are an increasing number of communication channels and there is more pressure from C-suites to accelerate digital transformation efforts. While all of this can feel like a tall order for enterprises, we are no longer limited in how we can tackle this changing landscape head-on.  

5 Trends Transforming the End-to-End Customer Experience features key insights from industry thought leaders and details how enterprises can navigate building and nurturing customer trust, self-guided experiences, ESG initiatives and the importance of a digital-first mindset. 

Join Chris Murphy, VP of Product Marketing, to explore these topics in more detail and learn how taking incremental steps to improve the customer experience via better, omnichannel communications, you will start to see the needle move when it comes to brand loyalty and customer trust. 

---

---

Are you doing everything you can to bring all your disparate systems, departments, and sites together to ensure optimum omnichannel efficiency? 

This session will address:

• What’s your definition of Omni Channel?
• What steps are you taking to align internally on the Omni Channel Strategy with the Digital Strategy?
• How are you assessing gaps within your infrastructure and how are you looking to support integration?
• What successes have you had with enhancing legacy systems? 
• What does that 360 view of the customer mean to you and how are you using big data and analytics to support this?
• Can you touch on the importance of ROI in the Omni Channel Strategy?
• How are you enhancing the technology ecosystem under digital transformation banner?
• How are you applying new emerging technology to enhance customer centricity? 

---

A Harvard Business Review Study has shown that 81% of customers want to begin their consumer journey digitally. It is critical to meet consumers in their digital channel of choice to ensure they have outstanding experiences. Buyers also need the right digital self-service tools to make these journeys as smooth and seamless as possible.

In this session we discuss: 

• The value of meeting customers on their preferred digital channel. 
• How frictionless omnichannel experiences can elevate the customer journey. 
• The role of digital self-service tools in ensuring optimal outcomes for buyers.

---

---