Table One: Taking Action on Voice of the Customer Data

Table Two: Employee Hiring, Onboarding & Engagement 

Table Three: Digital Experience Management 

In this presentation, Deba will talk about how organizations can be more effective in their digital transformation aspirations by focusing their initiatives on customer journeys and share some real-world & practical perspectives. Expect to hear about how:

• Transformations in your core infrastructure can streamline processes and unlock business value
• Investments in hyper personalized experiences via multiple customer touchpoints will increase engagement
• Shifts in operating models and organizational power structures can support tech upgrades and digital initiatives
• Trainings for your current workforce will prepare them for working more holistically with new tech

Given the staggering amount of data being collected from your customers, there should be something you can do to take that data and turn it into strategic prescriptive plans that will streamline the customer experience without the customer even knowing. Rather than just constantly reacting to complaints from your customers, this session will discuss how you can be moving from lagging indicators to leading indicators:

• How do you begin to understand where customer data is located?
• Looking at the tools that would be able to pull this data into one place for you
• Training front-line employees to find the customer records that give an end-to-end picture of where your customer interacts with your brand

Customer behavior can be emotional and complex, and especially given the struggles of consumers during the pandemic, all facing an uncertain future, customers want to feel that their needs are understood. How can your company stand out from the crowd and show customers that you can be trusted? This session will look at different ways to make meaningful connections with your customers and explore ways you can create value for people amid a new normal. 

• How were you working to establish trust with your customers & business clients prior to the pandemic? 
• How have you have attempted to help ease the stress of the pandemic for your customers over the past year? 
• What does it mean to move away from transactions and towards meaningful engagement?
• How can you be more human in your interactions and deliver more personalized and authentic experiences and communications?

AI is not just a buzzword anymore. Not only can chatbots and other AI helpers manage customer needs in real time, but AI can be useful in several other ways across the customer lifecycle. Machine learning can drastically improve your approach to unstructured data and help uncover insights and patterns that can lead to faster business decisions and new products based on your customer’s behavior and feedback. Brands on the forefront of CX are putting data their data to work for them and using AI to help them design and deliver amazing experiences. Join this session to hear how:

• How AI can help customers in real time through chat bots & other virtual helpers
• How CX pros can connect and partner with your data, AI and CX teams
• How AI-driven insights can power your CX strategy and design decisions
• How machine learning can refine and improve your CX programs in real-time

• Where your business is today in terms of CX, UX & product management working together to build experiences that work best for your customer?
• How can you can take insights from your CX & UX teams and use them to build new customer centric products & experiences?
• Does working this way organically help overcome siloes across the teams that have a hand in the customer’s experience?

Metrics and data driven experiences are a given, but we also have to make sure that we are able to pay our shareholders and manage their expectations given the investments we might be making in customer experience. If you can’t prove that these initiatives are making money for the company, you’ll have a harder time justifying continued spend. But it’s notoriously hard to tie a dollar value to an NPS or CSAT score or overall customer satisfaction. So, what is a CX executive to do? Join this panel to hear more about how several executives are thinking about the following points: 

• Having a full grasp on the CX metrics you are currently measuring 
• Link your metrics to their value in your role and the work you are doing 
• Understanding the business goals of the c-suite and what they expect to see from your CX investments

As CX professionals, we pride ourselves on being authorities in empathy—experts in building and wielding a superpower that enables deep understanding of the customer's perspective. But as the pandemic surges, consumer behavior and technology are changing rapidly. The combined effect of these developments can challenge our ability to remain empathetic. We may struggle with focus, positivity and a willingness to see things from another’s perspective. In this talk, learn how to bolster your superpower with empathy strength-training techniques proven to counteract the effects and build empowered teams.

• How did you approach the initial rush of work from home? 
• What were some of the lessons learned from the initial period of quarantine? 
• What technology did you invest in to ensure your employees had the right tools at their disposal?
• What kind of engagement have you had with your employees as they’ve been working from home? 
• How much communication have you had with them? 
• What kind of goals have you been setting?
• Have you offered any new perks or benefits? 
• What new trainings have you encouraged your agents to participate in? 
• What do you think the long term impact of this experience will be for the future of work?