Enhancing the Offline and Online Personalized CX through Successful Omnichannel Integration
30th - 31st August 2022 | Free CX Network Online Event
Day Two - 31 Aug 2022
9:00 am - 9:30 am
EST
FIRESIDE CHAT: Next-Level Omnichannel: Leveraging the mix of Physical and Digital with Operational Efficiency
Srikant Iyer -
SVP, Product Strategy & Transformation,
Wells Fargo
Agility and remaining nimble to change can deliver long-term customer and business value.
This session will address a ‘How to’ approach:
- Harnessing digital to enrich the consumer experience and leveraging digital technologies to ensure a smooth experience
- Assessing how to develop an efficient ‘phy-gital’ CX seamless strategy and ways to connect contact centers and store associates
- Ensuring that you are implementing the right mix of channels to support the customer based on their persona
- Assessing how to leverage omni-channel to stay relevant and retain customers
- Understanding KPIs for omnichannel to identify areas for improvement
9:30 am - 10:00 am
EST
B2B Discussion: Customer Success and Business Growth - Exploring Through a Journey Lens
Ashley Lickenbrock -
CX Strategy Lead, Strategic Partners,
Bayer Crop Science Division
Katie Manty - VP, Omnichannel Strategy, Omnicom Health Group
- How do you gain a common understanding internally of the ideal customer experience across all functions across the business?
- How do you look to bring the customer lens inward?
- How do you align teams on prioritizing pain point remediation and accelerating touchpoint innovation for to create a path for customer and business success?
- What strategies are you utilizing to nudge customers along the product adoption curve?
- What does ‘seamless’ mean to you and specifically your sector?
- How are you looking to establish a direct link between customer behaviour, data and analytics and hard metrics like revenue, profitability, churn, and customer value?
