Digital initiatives have many parts but it is extremely common for an improved customer experience to be at the top of the list of intended business outcomes. Technology innovations and digital transformation need to be planned and executed under a customer-focused vision, enterprisewide governance or informed customer experience strategy. Successful customer-centric organizations in the digital age share ten habits when it comes to meeting customer demands while continuing to grow their businesses. In this session, we explore the critical success factors for building a customer-centric organization in the digital age.
● What is "customer centricity" in the age of digital business?
● What are the most important habits of customer-centric organizations in the age of digital business?
Silos of customer engagement are widespread, pervasive and rigid. Yet these are a chief cause of customer disatisfaction. Learn how to bridge the silos of customer engagement from a technical, organizational and political perspective, and improve customer experience in the process.
This session will take on the digital commerce challenges organizations are facing in a customer experience economy. Digital commerce continues to grow its impact on customer experience and organizations are struggling to meet this trend. This session will answer the following questions:
● How do you get started on this transformation?
● What are the things that stand in the way of success?
● How does an organization overcome these challenges?
Most large organizations use over 50 different measures of customer experience and no two organizations use exactly the same metrics. Metrics matter because they are used to set targets, to determine compensation, to benchmark against the competition and to help determine future investments. This session will look at what gets measured, what gets reported to executives, how to build a business case to gain approval for an investment, and how leading organizations are improving their approach to measuring the customer experience.
Despite the advent of consumer digital technologies, B2B processes are still dependent on human interactions. But as digital technologies become easier to develop and deploy, B2B organizations need to unite their customer experience objectives with digital transformation goals. Join this session to learn how leading companies have digitalized their human-to-human processes and exceeded their customer experience objectives.
Digital experience platforms (DXPs) are a critical component to your digital platform strategies. DXPs provide a wide variety of digital experiences to a wide array of audiences. They not only deliver the current popular digital capabilities of web and mobile, but also provide a platform that will extend digital experiences to the next generation of channels, devices and modalities, including wearables, conversational AI (chatbots, Amazon Alexa, Google Home), augmented reality (AR), virtual reality (VR), and a long list of IoT and other connected technologies.
Innovation begins with people. To succeed we must develop a deep understanding of people and their real needs. Design thinking is a powerful approach to help organizations create useful digital designs, and aims develop and shape ideas to become practical and attractive propositions for users or customers. In this session, we will look at design thinking and look at how to apply it to digital platform architecture.
The 2019 Gartner predictions for CRM and customer experience focus on pursuing customer centricity in digital transformation. Over the next few years, using analytics and artificial intelligence (AI) to deliver greater relevancy in customer support interactions will be key to customer excellence. Data-intensive, algorithm-driven and event-driven capabilities are the future of sales technology. Many application leaders will soon invest in enforcing privacy and trust, a holistic approach to customer experience analytics, hybrid integration capabilities, blockchain in customer service, conversation UI and more. In this session, we will explain the 2019 top 10 technology predicts that will bring significant impact to organizations' customer strategy in the next 3-5 years.
B2B sales processes are undergoing significant transformation because of rapidly evolving artificial intelligence capabilities. Join this session to learn about the newest sales capabilities in guided selling for opportunities, sales training and cognitive expert advisors.
Organizations pursue customer centricity in their digital transformation, and often result changes in their CRM applications. CRM market moves fast. The megavendors (Microsoft, Oracle, SAP and Salesforce) will compete not only on functional breadth, but on the strength of their partner ecosystem and platforms. What is the right path that YOU should follow? This presentation looks at four key issues:
● What does the market for CRM application vendors look like in 2019?
● Who are the megavendors and how do you select between them?
● Which CRM application vendors will emerge as best for your enterprise in the next five years?
● Which technology trends will impact the CRM application software market most through the next five years?
This session will answer questions about how to change the way that you engage with your customers. This will include:
● How do you differentiate between a chatbot and a virtual assistant?
● What is the overall potential value, usefulness and the impact?
● What is the acceptance of customers?
● What are the best practices for implementation?
● What evolution is expected for chatbots?
Gartner estimates that by 2022, 50% of large organizations will have still failed to understand the full customer journey resulting in the continuation of a disjointed and siloed customer experience, lacking context. The customer engagement hub (CEH) is an architectural framework that helps organizations to deal with this challenge. This session introduces you to the customer engagement hub as a core technology foundation for your digital business strategy and helps you to start planning it.
In 2019, the use of AI to deliver excellent customer experience is growing. As we power our customer engagements with compelling AI techniques, human intelligence will remain an important aspect in maintaining profitable customers. In this session, we will explore these emerging AI technologies, show the process continuum of where humans will remain essential and where AI will take over and where AI will augment human capabilities.
AI is not the only thing driving rapid change in data and analytics. From the next generation of augmented analytics tools to the use of continuous intelligence to interpret streams of data from IoT or the potential of intuitive interfaces, there is rapid evolution in how and where analysis can be deployed. Understanding the business impact of these changes will allow organizations to prioritize the innovations that will drive digital business.
Companies are investigating AI capabilities to better engage with customers. Using AI augmented CRM functionality will help your customer service, field service, sales and digital commerce to perform better. Learn in this session how you can take best advantage of AI functions like conversational AI platforms, natural language tools and machine learning techniques can boost your CRM initiative.
About 10 years ago, big data became hype and now AI is new hype. Organizations have a strong interest to utilize data today. This is especially at marketing, sales, support and call center because they are directory facing to the customer. However, lots of organizations struggle to take achievements as success stories shown in the media. The reason is not simple and single. There are multiple reasons why not only data or technology but also people, organization, culture, etc.
Customer retention is a high priority for almost every organization. This session will describe the data and analytics driven path to a holistic customer retention strategy including how to measure customer retention, how to identify drivers of churn, and how to increase retention by fixing underlying problems, reaching out to disengaged customers, and designing compelling customer experiences.
A CX strategy will not succeed without a supporting Voice-of-the-Customer strategy. The ability to use technology to collect, analyze and act upon diverse customer feedback channels in a holistic way is critical but not enough. The objectives outlined in the CX strategy need to be within the VoC application and used to measure progress and cascade role-based tasks to employees across the entire organization. To succeed requires planning which types of customer feedback to collect, the skills needed to interpret the feedback and how to ensure action is taken.
Fragmenting channels, diverse customer expectations, new competitors, dynamic pricing, complex supply chains, crowdsourcing ... modern business is inherently complex, and becoming more so. Instead of trying to limit complexity, advances in analytics, decision management and IoT enable us to not just manage complexity, but to increase it, to turn the ability to master it into a competitive differentiator.