Day One
9:00 am - 9:10 am
EST
Opening Remarks - CXN Live: Customer Insights, Data & Analytics 2020
Diana Tyszkiewicz -
Marketing Director,
InMoment
Rebecca Sanghera - Content Marketing Manager EMEA, InMoment EMEA
Simon Fraser - VP of Customer Experience Strategy, InMoment EMEA
9:15 am - 9:55 am
EST
We shape our tools, our tools shape us! How sharper data signals enable Smarter Marketing
Ritanbara Mundrey -
Global Consumer and Marketplace Insights,
Nestlé
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.
- Evaluating the quality of your data
- Finding the gap between customers and data
- Managing technology to find the right signals
10:00 am - 10:40 am
EST
Understanding Complex Experience Journeys: Steps for Successful Data Integration
Diana Tyszkiewicz -
Marketing Director,
InMoment
Rebecca Sanghera - Content Marketing Manager EMEA, InMoment EMEA
Derek Eccleston - Director Expert Insights, InMoment
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:
- Leveraging and measuring customers’ perceptions of multiple brands that influence the interactions with your brand
- Creating a holistic view by incorporating all types of customer data that lead to increased business results
- Leveraging employee experience data in your customer journey mapping
Sponsored by: InMoment
Diana Tyszkiewicz
Marketing DirectorInMoment
Rebecca Sanghera
Content Marketing Manager EMEAInMoment EMEA
10:45 am - 11:15 am
EST
Networking / Expo Booth
12:00 pm - 12:40 pm
EST
Major Companies Modernise their Channels for Exceptional Customer Support
Justine Petit -
Marketing Coordinator,
Coveo
Bonnie Chase - Sr. Product Marketing Manager, Coveo
Coco Deng-Kral - System Solutions Consultant, Coveo
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:
- Informatica achieve a 120% increase in case deflection
- Salesforce achieve 40% increase in their case deflection rate
- Tableau Software cut down $18M annually in support costs
Sponsored by: Coveo
Justine Petit
Marketing CoordinatorCoveo
11:15 am - 11:55 am
EST
Taming the COVID-19 Customer Service Crisis: Featuring Success Story
Vishal Kotwal -
Director, EMEA Marketing Programs and WW. LeadGenaration,
eGain
Stephen Kennedy - Director of Pre Sales, eGain
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.
- 80% increase in digital customer contacts successfully handled
- Employing 1000+ new digital agents and voice agents
- Improved average CSAT to 73% with new knowledge base
Sponsored by: eGain
Vishal Kotwal
Director, EMEA Marketing Programs and WW. LeadGenarationeGain
