For companies looking to compete alongside the global players, recognising the influence that CX has on a brand has never been more imperative. The growing adoption of AI and omni-channel interactions are giving companies the ability to understand customers like never before. Through real-time 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 approach.
Siloed and unconstructed data, complicated software and lack of focus for your customer insight strategy can lead to disharmony between different departments and create more confusion than originally set out. Customer Insight and Data Analytics can help with that. The third in the series of CX Network’s highly popular online summits, the event brings together a host of customer insight experts to provide practical advice on how you can turbo-charge your next customer insight project and turn data into opportunities for short and long-term growth.
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.
The higher demand to ensure corporate initiatives deliver ROI is putting potential CX funding in jeopardy as CX managers are struggling to demonstrate a return on initiatives such as VoC. By collecting, combining, and sharing feedback from different sources, VoC programmes can play a key role in improving processes, lowering costs, and increasing customer loyalty. In this session, discover real-world case studies that shows how linkage analysis proves VoC ROI and improves an organization’s culture and bottom line.Key takeaways
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. In this session, discover a ‘data-driven approach’ though customer insights and the combination of accuracy and speed with real-time analytics.Key takeaways
The market is seeing a significant demand for AI and machine learning capabilities to better understand what their customers need but while many companies claim to offer predictive technologies, rarely do they deliver on the desired promise. 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 real-life case studies on how to make better use of customer feedback to predict and manage the CX.Key takeaways:
The rise of AI has ushered in a new era in CX - customers expect access to services 24/7, 365 days a year, from any channel and language of their choice. As a result, businesses need to understand their customers sentiments in real-time and predict their actions to deliver delightful customer moments. In this session, discover how intelligent RPA can be used across the enterprise to gain competitive advantage, speed up work and improve employee and customer experience.Key takeaways:
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 to gain AI-enabled insights about CX drivers from detailed text feedback.Key takeaways:
Many businesses claim that automating their contact centre improves the customer journey by making it more efficient and streamlined, however the success of this has not matched the hype associated. Chatbots are often being used as a replacement rather than enhancement and as a result the technology is beginning to get a bad name for itself. If applied right, AI can transform customer service and engagement.In this session, discover:
Illustrating a return on investment for CX in a credible manner is the greatest threat to success as CX professionals struggle to calculate the connection between improved customer experience and revenue growth. However, with the right measurement, strategies and tools in place, a solid business case can be developed and monitored for success. In this webinar head from thought leading industry professionals on how to associate a monetary value to the tools and models used to improve the customer experienceKey takeaways:
Browse our virtual booths and download useful resources and videos from our CX experts.