Leveraging predictive CX to take targeted actions in real time, addressing common causes of churn, frustration and opportunities to delight
25 January, 2022
| Free CX Network Online Event
Tuesday 25th January 2022
CXN Live: Predictive CX Agenda
2:00 pm - 2:45 pm
GMT
Understanding Customer Behaviour Through A Data Lake Info Rather Than Traditional Surveys
Colin Shaw -
Founder & CEO,
Beyond Philosophy LLC
Why rely on surveys when there is so much extra data out there that can easily be gathered? Other business disciplines, including marketing and revenue management, have already transformed through the aggregation and analysis of these vast data sets. Now it is time for CX to benefit too. Highlighting the wide variety of data sets available to CX professionals from various customer touchpoints across the customer journey, including:
• Customer, financial, and operational data (both aggregate data and data on individual customers) - comprehensive, connected, and dynamic customer-level data sets which allow the organisation to map and track customer behaviour across interactions, transactions, profiles and operations
• Third-party data sets covering customer attitudes, purchase behaviours and preferences, and digital behaviours, including social-media activity
• New data sets on customer health, sentiment, and location, generated through IoT
3:00 pm - 3:45 pm
GMT
Gathering the Right Data to Yield Deeper Customer Insights
Jay Gupta -
AI Expert,
Talkdesk
The modern world is changing fast, and often in ways we don't expect. So how can we empower front-line staff to make more informed decisions and resolve queries quickly & correctly? Delivering better CX is driven by the power of data - from identifying root causes of customer issues, to engaging them in the right way at the right time. You need the best tools to learn, adapt and deliver top-class CX.
Why Attend:
- Uncover why customers call you: spot the patterns
- Find new ways of serving customers, faster
- Learn how the big brands use speech and text technology to analyse interactions
Sponsored by: Talkdesk
4:00 pm - 4:45 pm
GMT
Delivering Customer Experiences That Connect in a Post Pandemic World
Himanshu Gaur -
Director of Sales,
Entropik Tech
In today’s post-pandemic digital-first world, a customer goes through multiple touchpoints with your company and products. Living with an average attention span of 8 seconds, your customer connects only if you can strike an experience that resonates at an emotional level.
While the Application of Intelligent AIs has made it logically sharp, there is a craving need for customer experiences to be emotionally intelligent. How do we cater to this subconscious need of customers across interactions?
Join Ranjan Kumar, CEO & Founder of Entropik Tech, the leading company in Emotion AI, as he talks about the role of Emotion AI in bridging the experiential void in a digital-first world. Learn how Emotion AI technologies can be plugged into different touchpoints across a customer’s journey to ensure businesses connect with the audience in meaningful ways.
Sponsored by: Entropik Tech
5:00 pm - 5:45 pm
GMT
Leveraging The Power of Customer Data to Create Customer Loyalty for Life
James Burnham -
Customer Success Architect,
Tealium
Customer data is the key ingredient to driving loyalty and retention. Why? Because you can only proactively identify and target high-risk and high-value customers when you have a complete and accurate picture of your relationship.
Hear Customer Success Architect, James Burnham, share ways to create digital experiences that keep your customers coming back for seconds. He also shares tips for:
- Reducing churn by driving proactive advertising for high risk customers
- Increasing engagement with customers who are most likely to purchase
- Using predictive insights to fuel loyalty campaigns
Sponsored by: Tealium
6:00 pm - 6:45 pm
GMT
Leveraging Predictive CX to Better Understand Customer Preferences
David Wray -
Global Accounting and Reporting Senior Director,
Huawei
• Discover why great customer service is now getting even better, thanks to predictive analytics
• Learn how to take advantage of the wealth of data available, and prevent it from sitting statically in silos
• Why you need to boost your data and analytics capabilities and harnessing predictive insights to connect more closely with customers and better understand their behaviour to respond and react appropriately
