The face of retail is constantly evolving to keep up with consumer demands. Coming from knowledge and theory to real implementation and iteration, learn how MediaMarktSaturn has developed a strategy to maintain their leading position in a post pandemic world. In this powerful session Henny Steiniger Head of Customer Intelligence & Customer Experience will share her insights and approach to improving customer experience: 

• Closed loop approach: the road to CX success 
• MediaMarktSaturn customer journey blueprint 
• Best practice: 
• How to improve In-store employee availability? 
• How to offer made to measure expert consulting? 
• How sustainability became the build-in success driver for MediaMarktSaturn 

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Self-service and automation are not new ideas but with challenging economic conditions and changing customer behavior, retailers are increasingly investing in these technologies to drive both operational and customer value. In this session we will explore:

• Why Now - what’s driving retailers to invest in automated CX solutions
• The importance of connecting data cross-functionally
• The role and value of AI in retail contact centers
• The balance between human & machines to drive the “right value” for customers
• How the Talkdesk Retail Experience Cloud provides the right blend of automation and personalization 

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Retail e-commerce has been steadily growing in recent years with pandemic being one of the major factors contributing to this trend. As internet and mobile retail sales worldwide are predicted to rise even more over the coming years, retail businesses are looking at the e-commerce strategy that will work for their business models and the right digital channels to connect best with their audience. In this session you will learn:

• How to evaluate which digital channels are the best revenue drivers and prioritise the efforts accordingly
• How to reach your customers where they are by selling across all revenue-generating channels
• How to overcome major challenges such as lack of customer engagement experience and silos in the digital channel strategy 

Telecom Egypt is going through a big CX transformation project in the company including implementation of omni-channel strategy integrating all digital channels and consumer strategy which is in progress now. Ahmad Samir will share his insights and discuss:

• Measuring the ROI in customer experience and retail
• Integration of new technologies under the umbrella of establishing technological eco system that includes legacy systems as well
• Collaborating with IT department on the setup of e-commerce platform

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Data is a major factor when it comes to analysing customer journeys and create positive customer experience. With data science, machine learning, AI and automation – how do you bring all the systems together and connect the data for the benefit of the customer and your organisation. In this session hear some thoughts and insights on:

·       Getting customers at the centre of the data with focus on how to leverage AI and ML to really accelerate the CX

·       Understanding personalised customer’s journey with the company across multiple channels

·       Ensuring different tools are set up to create a connected CX experience in the end of customer’s journey

·       Measuring how the customer’s feeling at that exact moment of their journey with the help of AI