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CX Network Presents
Digital Customer Experience
Digital Customer Experience
In the era of hyper-personalisation, consumers are demanding more mobility, flexibility, and a frictionless brand experience at every touchpoint, henceforth, a new race begins for brands to create more personalised and emotional connections with their users in this digital world.
But how do we optimise our digital offerings and manage our online presence without losing the human touch?
Register for this event to find out.
UX and UI
Designing better digital products through an enhanced understanding of customer wants and needs
Experience Analytics
Analysing the behaviour of your digital visitors, and assess their engagement and conversion rates with AI and ML
Omni-Channel Integration
Ensuring consistent messaging and experience across all your channels
Optimizing the customer experience with digital for better engagement, conversions and retention
Day One: Tuesday 19th November 2019
09:00ET | 14:00GMT Maintaining CX Culture Momentum And Uplift at Zurich Insurance
Generating a customer-facing culture within your company is one-thing, maintaining it is quite another. Especially with the rapidly changing pace of business in today’s world! Embedding customer-centricity into your organizations DNA is essential and will be especially helpful when you scale-up your CX efforts. This session looks at routes for achieving just that.
Key takeaways:
Generating a customer-facing culture within your company is one-thing, maintaining it is quite another. Especially with the rapidly changing pace of business in today’s world! Embedding customer-centricity into your organizations DNA is essential and will be especially helpful when you scale-up your CX efforts. This session looks at routes for achieving just that.
Key takeaways:
- Embedding, maintaining and promoting a customer service culture
- Preserving customer intimacy at scale
- The importance of customer-focused leadership
Enrique Gomez Alonso, Chief Customer Officer, Zurich Insurance Spain
10:00ET | 15:00GMT Mastering the Digital Experience Economy
In a world where the way a customer experiences your brand is constantly changing, businesses must adopt new strategies to not only remain competitive, but to survive. The path to staying ahead of your customers and competition, is Digital Experience Optimization. In this session, discover how to move beyond the disruption paralysis, and be a first mover with three key strategies for digital transformation.
Key takeaways:
In a world where the way a customer experiences your brand is constantly changing, businesses must adopt new strategies to not only remain competitive, but to survive. The path to staying ahead of your customers and competition, is Digital Experience Optimization. In this session, discover how to move beyond the disruption paralysis, and be a first mover with three key strategies for digital transformation.
Key takeaways:
- Thoughtful Experimentation - Bring constant innovation and testing to your team
- Data Activation - Understand what your customers want and act on it
- Personalization - Tap into a $3 trillion opportunity
Steven Schuler, Director of Product Marketing, Optimizely
11:00ET | 16:00GMT Making Every Agent your Best Agent with Artificial Intelligence
Artificial Intelligence (AI) is no longer a luxury feature for the contact center. Modern contact centers must utilize their workforce to its fullest potential, while also finding ways to keep agents engaged, empowered, and fully focused on the customer experience. In this session, discover how AI can drastically empower agents and why contact centers are moving from traditional WFM to AI-empowered WEM.
Key takeaways
Artificial Intelligence (AI) is no longer a luxury feature for the contact center. Modern contact centers must utilize their workforce to its fullest potential, while also finding ways to keep agents engaged, empowered, and fully focused on the customer experience. In this session, discover how AI can drastically empower agents and why contact centers are moving from traditional WFM to AI-empowered WEM.
Key takeaways
- Utilize speech recognition to better connect with the customer
- Improve agent efficiency with predictive analytics
- Improve workforce optimisation with AI empowered WEM
Jafar Adibi, Head of AI and Data Science, Talkdesk
12:00ET | 17:00GMT Harnessing the Power of Emotion and Insight for CX Transformation
Today, consumers are flooded with information thus, to cut through the noise, businesses need to give them what they need, before they even ask for it. In this session, discover how to predict customer behaviour and engage with them better by ensuring every communication is personalised through the right channel, and at the right time, with Machine Learning and Sentiment Analysis.
Key takeaways:
- Drive business outcomes from customer insight through ML and sentiment
- Improve communications with contextual, personalised and relevant interactions
- Discover real-world learnings from the front-line of CX
Rew Golding, VP Alliances & Partners, Upland CXM
Day Two: Wednesday 20th November 2019
09:00ET | 14:00GMT Bank of Ireland Creates Empathy in Digital Customer Services
In an era of digital, businesses are finding new ways to stimulate consumers with more forms of technology, however what about the people who don’t have the same cognitive ability to easily manage digital components? In this session, discover how Bank of Ireland are creating personalised digital experiences fit for everyone.
Key takeaways
- Collecting and analysing customer data from the digital inclusion market to build more user friendly digital products
- Identifying channels that customers want to be communicated through
- Transform the financial advisory market with digital tools
Tony Crane, Customer Experience Director, Bank of Ireland
10:00ET | 15:00GMT Unpacking Black Friday: Pairing Expectations with Past Behavior
Every year, Black Friday and Cyber Monday presents online retailers with a huge digital challenge to proactively manage and exceed customer expectations. In this webinar, discover how to pair actual data points from last year’s Black Friday sales to deliver excellence online this year.
Levi Kugel, Director of Product Marketing, Quantum Metric
Every year, Black Friday and Cyber Monday presents online retailers with a huge digital challenge to proactively manage and exceed customer expectations. In this webinar, discover how to pair actual data points from last year’s Black Friday sales to deliver excellence online this year.
Levi Kugel, Director of Product Marketing, Quantum Metric
11:00ET | 16:00GMT Driving Business Value in CX through ‘Design Thinking’
There are many tools and techniques available to implement solutions however the critical element in CX is to connect with the customers ‘needs’. Design thinking’s unique focus on empathy helps businesses reframe a problem from the perspective of the customer to align ideas with factors that matter the most. In this webinar, discover how Bandwidth uses the right technologies, techniques and methods available to develop ideas, prototypes and implement solutions that delight their customers & drive business impact.
Key takeaways:
- Break down silos and make Customer Satisfaction & Innovation everyone’s responsibility
- The ROI impact of getting continuous feedback through-out the Design Thinking sequence.
- Different types of research & feedback mechanisms required to collect actionable insights.
Session hosted by Usabilla
Josh Gibbs, Platform Product Manager, Bandwidth
How this CXN LIVE webinar series will work
Step 1 Register
Click on any of the register buttons on this page. Enter your information and secure your place
Click on any of the register buttons on this page. Enter your information and secure your place
Step 2 Confirmation Email
This will be dispatched upon registration and will contain information like how to login
This will be dispatched upon registration and will contain information like how to login
Step 3 Schedule Time
Mark the time in your calendar so you can be free of distractions to watch the presentations
Mark the time in your calendar so you can be free of distractions to watch the presentations
Step 4 Watch the Event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
Event Sponsors
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John Kearns
john.kearns@iqpc.co.uk
Our network spans every key sector and level of seniority allowing you to access the full spectrum of the CX space.
Contact Us Now
John Kearns
john.kearns@iqpc.co.uk
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