About the Event

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 .

Key Themes:

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

Speakers

Sherif Mityas

Chief Experience Officer TGI Fridays

Darya Vselubsky

Customer Success Manager Triptease

Adeel Ahmad

Customer Experience Analyst Paypal

Rajul Jain

Ph.D., Senior Manager Microsoft

Chris Travell

Director, Customer Success Automotive Europe MaritzCX

Ed Swain

CX Solution Specialist Oracle

Frank Buckler

Ph.D., Founder & CEO Success Drivers

John Georgesen

Sr. Director of Analytics Concentrix

Harsha Bhat

Senior Director Solution Management SAP

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What to Expect from CX Live:

  • Access to cutting edge content and world class speakers from the comfort of your desk
  • Podcasts: Downloadable mp3 recordings of all presentations
  • Downloadable slides you can review again and again
  • Opportunity to meet cutting edge technology providers
  • Chat with attendees and presenters in our live networking sessions
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Who is it For?:

  • CX professionals who are looking to discover what’s cutting edge within their industry
  • Business leaders who are looking to get ahead of the competition
  • Software and service providers in the CX and Data Analytics space that are keen to showcase their solutions to our audience
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Who Should Attend?:

  • CXO’s, Chief Digital Officer, Chief Customer Officer, Chief Marketing Officer
  • VP’s, Director, Head, Manager of:
    • CX, Customer Experience
    • Call Centre
    • Data Analytics, Business Intelligence
    • Customer Insight and Analytics
    • Marketing
    • Digital, Digital Transformation
    • Insight and Analytics

Agenda

Tuesday 17th September 2019

  09:45am - 10:00BST

Opening remarks MaritzCX: CX Network: Customer Insights and Data Analytics

speaker Chris Travell Director, Customer Success Automotive Europe, MaritzCX

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! In this session, MaritzCX will talk about the current state of the industry and set the scene for this thought leading event.

10:00 - 10:45BST

Opening Keynote: Finding the right digital balance in B2B customer experience

To 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:

  • How to create an environment for innovation and change
  • How to choose and implement the right CX metrics for your business
  • How to avoid common pitfalls when implementing new technologies

Session reserved for Maritz CX

  11:00 - 11:45BST

Customer Experience in the Age of Hyper-Personalisation

speaker Ed Swain CX Solution Specialist, Oracle

Welcome 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

  • The preparedness of your organisation to tackle hyper-personlisation
  • Developing CX personalisation to lock-in customers and secure repeat custom
  • How a focus on individualisation can increase revenues by 10%
  14:00 - 14:45BST

Do You Know What I’m Thinking? Neither Does AI

speaker John Georgesen Sr. Director of Analytics, Concentrix

The 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:

  • Best practices and real case studies for using customer feedback to predict and manage the CX
  • Which survey metrics are the most predictive of customer behavior
  • How to select the most predictive measurement dimensions for your strategic needs

Wednesday 18th September 2019

10:00 - 10:45BST

Benchmark the FANGs and use customer behaviour data to drive revenue

Facebook, 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

  • Drive customer acquisition, retention & growth through data and analytics
  • Use customer behavior data to deliver personalized customer experiences
  • Embrace modern behavior-based approaches to customer analytics

Session reserved for Medallia

  11:00 - 11:45BST

A fool with a tool is still a fool: How Microsoft is leveraging AI to drive CX impact

speaker Rajul Jain Ph.D., Senior Manager Microsoft
speaker Frank Buckler Ph.D., Founder & CEO, Success Drivers

Microsoft’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:

  • NLP techniques help to understand the meaning of unstructured text at scale
  • Flexible machine learning techniques to meaningfully understand the impact of themes
  • Consolidate the codes into meaningful categories that are easier to understand and are actionable.
  12:00 - 12:45BST

Rise of Chatbots and Robotic Process Automation

speaker Harshavardhan Bhat Solution Manager, Machine Learning, SAP

The 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

  • An overview of Intelligent Technologies that can be power your customer journey
  • Deeper dive into use cases powered by Chatbots in Commerce, Customer Service and CRM
  • Demo/Walkthrough of a real-world Intelligent Customer Experience scenario utilizing Analytics,
  • Conversational AI (Chatbot) and Robotic Process Automation (RPA)

Thursday 19th September 2019

  10:00 - 10:45BST

From data silo to data lake

Businesses 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:

  • Extract invaluable insights in a single and comprehensive IT infrastructure
  • Identify, process, and executed New datasets more efficiently to create Business Insights
  • Tear down silos and create a data lake of the future

Session speaker tbc

  11:00 - 11:45BST

How can Sentiment Analysis be your best kept CX secret?

By 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:

  • Sentiment analysis can provide invaluable marketing intel
  • How Sentiment Analysis and Data Analysis Can Improve Your Sales

Session speaker tbc

  12:00 - 12:45BST

Panel discussion: End the ROI debate on Customer Experience

speaker Sherif Mityas Chief Experience Officer TGI Fridays
speaker Darya Vselubsky Customer Success Manager Triptease
speaker Adeel Ahmad Customer Experience Analyst, Paypal

For 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:

  • New quantifiable methods of measuring ROI on CX
  • How Customer Satisfaction can result in a higher share price
  • Other hidden benefits to CX enhancements
12:45 - 13:00BST

Closing remarks: MaritzCX: CX Network: Customer Insights and Data Analytics

speaker Chris Travell Director, Customer Success Automotive Europe, MaritzCX

How it Works

Browse our virtual booths and download useful resources and videos from our CX experts.


Hall

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Event Partners

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POSITION YOURSELF AS A THOUGHT LEADER

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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.

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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.

Frequently Asked Questions

You will attend the sessions, meet our partners and gain access to valuable resources in our online conference center.
NO. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.
Yes. the sessions will be recorded and available for free for a limited time.