17-19 September
Global Time Zone
Customer Experience is the new ‘brand’ - it differentiates businesses, drives immense customer loyalty and increases revenue, so with that in mind, the race to master customer experience is ON!
For companies looking to compete with the global players, recognising the influence of CX has never been more imperative. The growing adoption of AI and omni-channel interactions are giving brands the ability to understand customers like never before. Through real-time and predictive analytics, businesses can quickly respond to customer needs and deliver more engaging experiences however, creating actionable, secure and real-time analytics isn’t a straightforward task.
Today, many CX teams are caught between powerful ambitions and a lack of insight and solutions to realise their aims. More data doesn’t necessarily mean more insight, especially if businesses are unable to turn it into actionable results.
This episode of CXN Live 2019 has been designed to provide thought provoking content to help you better understand your customers and get ahead of competitors. This digital event offers complimentary access to interact with industry-leading figures so you can unlock strategies to make better use of customer data .
Locating insights that actually
drive revenue
Decoding behavioural and sentiment analytics to
prevent customer churn
Combining accuracy & speed
with real-time analytics
Developing CX personalization
to drive loyalty
Using AI and Machine Learning to turn
data into predictive customer experience
Security and privacy strategies that
will protect your brand
Chief Experience Officer TGI Fridays
Customer Success Manager Triptease
Customer Experience Analyst Paypal
Ph.D., Senior Manager Microsoft
Director, Customer Success Automotive Europe MaritzCX
CX Solution Specialist Oracle
Ph.D., Founder & CEO Success Drivers
Sr. Director of Analytics Concentrix
Senior Director Solution Management SAP
09:45am - 10:00BSTCustomer Experience is the new ‘brand’ - it differentiates businesses, drives immense customer loyalty and increases revenue, so with that in mind, the race to master customer experience is ON! In this session, MaritzCX will talk about the current state of the industry and set the scene for this thought leading event.
10:00 - 10:45BSTTo get ahead of competitors, B2Bs are looking to introduce customer-centric strategies and improve the customer experience, however this often leads to a change in their business model. In this webinar, discover:
11:00 - 11:45BSTWelcome to the Experience Economy, where your customers' experience with your brand is inseparable from the value of the goods and services you provide. The customer is the innovator, not the enterprise, and if companies are to deliver competitive customer experiences, they must be ready and able to pivot constantly to deliver content, experiences and services to individuals however and wherever they desire. This is only possible through a data-driven approach; customer insights and the combination of accuracy and speed with real-time analytics.
Key takeaways 14:00 - 14:45BSTThe market is seeing a significant demand to better understand what their consumers need - ideally, before they even do themselves, and specifically though AI and machine learning capabilities. But while many companies claim to offer predictive technologies, rarely do they deliver on the desired promise. AI and unstructured data analytics play a very important role as CX tools – but in order to really understand and predict customer behavior we also need to ask customers what and why they really think and feel the way they do and turn those insights into real actions.
In this session, discover: 10:00 - 10:45BSTFacebook, Amazon, Netflix and Google (FANGs) have all built their entire respective empires around a nucleus of customer behavior data and analytics. However you don’t need to be an internet giant in order to leverage the power of behavioral customer data and analytics to take your business to the next level. In this webinar session, discover how to
11:00 - 11:45BSTMicrosoft’s quarterly CX survey is conducted in over 100 countries and is translated in over 40 languages among several customer segments - although open text feedback is a rich source of information, the data captured was not well exploited. In this session, discover Microsoft’s experience with implementing a system that gains AI-enabled insights about CX drivers from detailed text feedback.
Key takeaways: 12:00 - 12:45BSTThe rise of AI has ushered in a new era in CX, giving birth to insight-driven businesses that understands customer sentiments in real-time, anticipate customer needs and predict their actions to deliver delightful customer moment. Learn about a real-world scenario that uses multiple AI technologies from SAP to build Intelligent Customer Experiences.
The session content includes 10:00 - 10:45BSTBusinesses can identify, collect, produce, maintain, and share a vast amount of data to create insight on their customers and business operations however traditionally, such data has resided in silos across the organization which can lead to disharmony between different departments of an organisation. In this webinar, discover how to:
Session speaker tbc
11:00 - 11:45BSTBy using sentiment analysis companies can not only monitor what people say about their brand, but they can deliver what consumers want. In this webinar, discover how:
Session speaker tbc
12:00 - 12:45BSTFor many years, the debate continues as to whether we can measure the ROI for any Customer Experience improvements. Is it possible to associate a monetary value to the tools and models used to improve the customer experience? How do we convince the leaderboard that it's not just a cost centre? In this session, discover:
12:45 - 13:00BSTBrowse our virtual booths and download useful resources and videos from our CX experts.
When you partner with CX Network, your get the opportunity to expose your brand to our opt-in membership of over 31,000 customer experience professionals globally and our wider audience of more than 150,000 CX executives.
Position your brand at the forefront of this topic and industry developments. By being part of this webinar we will ensure you are seen as part of the conversation between industry players, analysts and decision makers. If you want to be positioned as an industry leader, then partnering with CX Network is a great step in this direction.
Through our webinar programme, CX Network delivers leads that match your goals and increase your traffic based on your requirements. Engage and interact with your target audience through our varied lead generation campaigns.
Whether you are embarking on a brand re-launch or planning to increase your current brand awareness, CX Network will ensure your brand is associated only with credible, highly recognized industry players. Our webinars put your brand in front of highly relevant, highly active and qualified industry players in a cost-efficient manner.
Sherif Mityas
Chief Experience Officer, TGI Fridays
BIO: Sherif Mityas is the Chief Experience Officer for TGI FRIDAYS with oversight for the Brand’s Strategy, Marketing, Operations, Technology and Digital efforts. Mr. Mityas has more than 20 years’ experience in the retail and hospitality industries in both senior consulting and executive industry roles.
Prior to joining TGI FRIDAYS, Mr. Mityas served as the Managing Partner for JS Consulting and as the Chief Executive Officer for Hollywood Video/Movie Gallery.
Mr. Mityas received a B.S. degree in aerospace engineering from Boston University, a M.S. in mechanical engineering from Rensselaer Polytechnic Institute (RPI) and an M.B.A. from Northwestern’s Kellogg School of Management.
Darya Vselubsky
Customer Success Manager, Triptease
BIO: Darya Vselubsky is a Customer Success Manager at Triptease, a SaaS travel company with offices in London, Singapore and NYC that focuses on the development of products that help hoteliers drive revenue to their website.
Darya comes from 5 years of experience in both the hospitality and tech industries and helps improve client experience by creating strategies that, with the help of the Triptease product portfolio, increase bookings, revenue and customer retention for her clients.
Adeel Ahmad
Customer Experience Analyst, Paypal
BIO: Experienced analyst with a demonstrated history of working in areas like KPI design for support, customer success, customer engagement, customer segmentation, down-stream impact (DSI), customer churn, lifetime value (LTV), cross-sell recommendations, and win-loss analysis.
Skilled in Qlikview, Power BI, SQL, R Studio, ETL and Databases, Salesforce API & Reporting, Microsoft Office Suite (Excel and Powerpoint).
Industry accreditation like TSIA STAR Award.
Rajul Jain
Ph.D., Senior Manager, Microsoft
BIO: Rajul is a Sr. Market Research Manager in the Corporate Research team within Microsoft’s Customer and Market Research organization. In her current role, she manages the team’s advanced analytics and data enrichment practices that drive proactive and integrated customer insights to inform corporate strategy and field enablement. Prior to joining Microsoft, Rajul was an Associate Professor of Communication at DePaul University, Chicago and a Sr. Managed of Predictive Analytics at Ketchum Public Relations agency.
Chris Travell
Director, Customer Success Automotive Europe, MaritzCX
BIO: Chris is passionate about improving the customer experience of European and North American automotive manufacturers. Chris’ 30+ years of automotive industry experience has been spent showing clients how to make the most of their data and translate them into positive business outcomes. His MBA is from McMaster University, specializing in Marketing and International Business. He then received a graduate scholarship to attend the renowned Institute for International Studies and Training in Tokyo, Japan. Chris started out his career working for Mazda and Toyota in various head office and field capacities. He joined JD Power & Associates in 1994 and established their Canadian office. In 1996 he came to Maritz where he was responsible for the Canadian automotive research consultancy.
Ed Swain
CX Solution Specialist, Oracle
BIO: The power of your marketing engine is defined by the data it is fueled by. We are now able to understand any customer interaction, across any digital channel, in real-time to create more timely and relevant campaigns. I help companies turn this from theory to reality, increasing effectiveness.
Frank Buckler
Ph.D., Founder & CEO, Success Drivers
BIO: Frank Buckler, PhD., Founder & CEO of Success Drivers, an insights solutions provider, whose clients are mostly US enterprises. Frank is the leading pioneer for AI-enabled success drivers research with 25 years of experience in this field.
John Georgesen
Sr. Director of Analytics, Concentrix
BIO: John Georgesen, Ph.D., is Senior Director, Analytics and Decision Sciences at Concentrix. He specializes in designing customer experience (CX) programs that drive tangible improvements. John has more than 20 years of applied experience and is a recognized innovator in the field of customer experience management.
Harsha Bhat
Senior Director Solution Management, SAP
BIO: Harsha Bhat is the Solution Owner for SAP Intelligent Robotic Process solution, leading go-to-market for the topic globally. With his 15+ years of experience in the industry, Harsha engages with strategic customers and ecosystem to steer the solution roadmap towards market relevance. His responsibilities include enabling the SAP field for positioning the solution portfolio, generating demand, creating adaption opportunities and be a trusted advisor for stakeholders. He was part of multiple multinationals in their core business operations before starting his journey with SAP in the enterprise applications space, more than a decade ago.
