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
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
Former VP Global Shared Services, P&G
Senior Vice President, Procurement Management, Bank of America
What next after robotics? You have made an investment in RPA and are reaping transformational benefits out of it- but how do you sustain this transformation and grow it multifold. Join our webinar to explore:
Digital Transformation Lead, Zurich Insurance Co
Using IQ Bot’s AI & ML capabilities to solve the dark data challenges and automate business processes end-to-end
Chief Enterprise Services Division, NASA
The NASA Shared Services Center (NSSC) deployed the first RPA bot in the Federal government in May of 2017. It has been well over a year and the NSSC has started to make the shift from bot building to sustainment and scalability. The Intelligent Automation Services office led by Pam Wolfe has been experimenting with the right government model, day to day operations, relationship building with the CIO and IT, process selection, service offering and a myriad of other issues. Spend this session listening and learning what worked and what presented challenges. Pam will discuss her plans, challenges and course corrections in the NSSCls journey to establish the first operational Center of Excellence in the government.
Co-Founder and Products Head, Jiffy RPA
ir. Innovations & Strategic Initiatives, NBCUniversal Media
It is likely that in a few years RPA will be a pre-requisite for many back office functions. Whilst AI is still on the drafting table the combined benefits of Cognitive, Machine Learning and AI herald even bigger benefits. This session discusses:
Global Director - Business Integration and Program Management, Coca-Cola
Former Head of CX Innovation, Verizon
Senior Director Global Shared Services Strategy, Circle K, Couche Tard
CISO, SPX Corporation
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.
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:
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 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:
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
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:
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
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:
Session speaker tbc
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:
Session speaker tbc
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:
Browse our virtual booths and download useful resources and videos from our CX experts.