About the Event

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.

Key Themes:

DIGITAL TRANSFORMATION

OMNI-CHANNEL ANALYTICS EXCELLENCE

AI POWERED CUSTOMER INSIGHTS

REAL TIME ANALYTICS/
PREDICTIVE ANALYTICS

DATA LAKE / BREAKING DOWN DATA
SILOS (streamlining)

DRIVING ADVOCACY AND LOYALTY THROUGH
PERSONALISATION

Speakers

Sherif Mityas

Chief Experience Officer TGI Fridays

Rajul Jain

Ph.D., Senior Manager Microsoft

David Ensing

VP Solutions Strategy MaritzCX

Darya Vselubsky

Customer Success Manager Triptease

Adeel Ahmad

Customer Experience Analyst Paypal

Joseph White

Senior Director, Marketing Sciences MaritzCX

Juraj Kavecansky

Marketing Sciences/ Advanced Analysis/ Data Science Director MaritzCX

Krupa Singampalli

Sr.Director Product Management, AI and Analytics SAP

Ed Swain

CX Solution Specialist Oracle

Frank Buckler

Ph.D., Founder & CEO Success Drivers

Harsha Bhat

Senior Director Solution Management SAP

John Georgesen

Sr. Director of Analytics Concentrix

Stephen Kennedy

Director of Solution Strategy, eGain

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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

  10:00 - 10:15 BST

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

speaker Dave Ensing VP Solutions Strategy, 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.

10:15 - 11:00BST

Calculate Credible ROI on VoC using Linkage Analysis

speaker Joseph White Senior Director, Marketing Sciences, MaritzCX
speaker Juraj Kavecansky Marketing Sciences/ Advanced Analysis/ Data Science Director, MaritzCX

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

  • Understand how to generate statistical proof to support your VoC program
  • Connect CX initiatives to business outcomes with linkage analysis
  • Discover how your most unhappy customers are your greatest source of learning
  11:00 - 11:45BST

Combine Accuracy and Speed with Real-Time Analytics 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. In this session, discover a ‘data-driven approach’ though customer insights and the combination of accuracy and speed with real-time analytics.

Key takeaways

  • How a focus on individualisation can increase revenues by 10%
  • Develop CX personalisation to lock-in customers and secure repeat custom
  • Prepare your organisation to tackle hyper-personalisation
  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 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:

  • Which survey metrics are the most predictive of customer behavior
  • How to select the most predictive measurement dimensions for your strategic needs
  • How to operationalize on the findings

Wednesday 18th September 2019

  14:00 - 14:45BST

Combine Chatbots with RPA for Better Customer Service

speaker Krupa Singampalli Sr.Director Product Management, AI and Analytics, SAP
speaker Harshavardhan Bhat Solution Manager, Machine Learning, SAP

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:

  • An overview of Intelligent Technologies that can be power your customer journey
  • Deep 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,
  16:00 - 16:45BST

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 to gain 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

Thursday 19th September 2019

  10:00 - 10:45BST

Case Study: Fuel innovation in digital customer engagement in 30 days

speaker Stephen Kennedy Director of Solution Strategy, eGain

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:

  • How to use AI to personalize knowledge for novice and expert agents alike
  • A framework for AI used in the contact centre
  • Transformational use-cases with real-world examples of business value at scale
  14:00 - 14:45BST

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

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 experience

Key takeaways:

  • New quantifiable methods of measuring ROI on CX
  • How Customer Satisfaction can result in a higher share price
  • Other hidden benefits to CX enhancements

How it Works

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


Hall

Lead Partner

Event Partners

Interested in sponsoring this event?

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 YOURSELF AS A THOUGHT LEADER

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.

GENERATE DIRECT LEADS

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.

BUILD BRAND AWARENESS

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.