Strategizing in a World without Channels

Omnichannel, O&O, O+O, Offline, Online, Phygital, Consumers don't care. Only Marketers do. So why do we plan our businesses or monitor them with those views? How do we take steps to start reflecting in our strategies & performance monitoring how Consumers browse, research, shop, return, refund, share etc. How do we also build those bridges between different teams with different skills in order to deliver in these strategies?

Daniel Chan Global CDMO, Loreal Luxe

Confidence is key: The silver bullet to customer engagement

A recent Customer Engagement review from Braze highlighted an interesting outcome – 98% of companies that ranked their customer engagement efforts as excellent or good exceeded their revenue goals. Of those that didn’t, only 65% met revenue goals. While some of this increase can likely be tied to a recovering economy, that doesn’t negate the impact that a deeper focus on customer engagement can bring. COVID-19 drove big shifts in consumer behaviour, so brands who have worked to embrace true customer centricity are well-positioned to see the bulk of those revenue gains going forward. With this in mind, how do brands bring together valid insights such as customer habits and history to create a truly personalised experience for each customer? How can brands create a robust cross-channel strategy to deliver the right message at the right time to get full benefit of customer engagement?

Pascal Janus Vice President Center for Data & Analytics Insights, Fressnapf

Angela Reid Global Customer Experience VP, Firmenich

Claudio Toldi Head of eBusiness & Customer Experience, Continental

Jan Richards Head of Customer Experience, Irish Life

Closing the Loop: Practical Tips to Achieve ROI on CX initiatives

Case management has been an established value stream for CX programmes for some time. But still we see varying levels of maturity and commitment to this activity. Some brands are even scaling back to avoid chasing rabbits down unprofitable rabbit holes, whilst others know instinctively which battles can be won and which intractable challenges are at best mitigated or even left to one side. This session is about the winners, those who have worked out how to be smart, how to get ROI from closing the loop, because they know that if you try and delight every customer, you go bust.

Derek Eccleston XI Consultant, InMoment

Track 1: Convenient, Connected, Customer-Centric: Removing Friction for a Seamless Journey

The needs and expectations of customers have grown in the last 18 months. According to KPMG “customer satisfaction is the difference between expectation and actual delivery”. CX leaders must understand their customer’s pain points and aim to deliver and exceed them. It is now vital to align touchpoints and departments internally to ensure a clear customer journey and UX. Businesses need to invest in their relationships with customers to achieve increased customer loyalty.

Here are some questions to kick start the conversation:
•What tools can you use to create a frictionless user experience?
•How can we minimize wait times & manage calls and queues efficiently?
•How can you communicate across departments to improve UX?
•How can we ensure there is clarity in communication throughout the customer journey?
•How does this improve customer loyalty?

Aymen Ismail Head of Customer Engagement, smart Europe GmbH

Track 2: From Insights to Innovation: Creating a Single View of the Customer

Customers are demanding more and more individual and personalized communication. As CX leaders we must walk this fine line carefully.
•How can you offer your customers a truly personal experience while still respecting their safety and security issues?
•How can you understand customer needs, habits, and history to provide a personal and streamlined CX experience?
•How can you use O2O data alignment?
•How can you, think backward from the customer who doesn’t think in terms of channels?
•How can you capture all data and align it?
•How do you meet the customer where they are?

Wais Shaifta Non Executive Director, The Gym Group

Track 3: Transition vs Transformation: Identifying and Embracing New Technologies to Elevate CX

Covid has caused a permeant shift in CX. While some companies flourished, others faced challenges and were forced to adapt. Looking to the future, how can you ensure your organization is continuing to elevate the customer experience. What technologies can help you on this journey and ensure effective digital transformation?

Sponsor:

Duncan MacPherson RVP EMEA, Centrical

Human Centricity: Data Focus vs Human Focus

Big Data, Machine learning, IoT – three tech pillars of a successful CX strategy. All of these are tools to learn and understand what the customer needs at the right time. This has allowed us to drive personalization, target and re-target audiences, and make more strategic investment choices. The key question is to what extent can we really understand the people beyond just their customer journey experience and what are the tangible value for both the brand and the person of achieving this? Furthermore, are we making these changes to build a long term relationship with these consumers or are we simply driving transactions in the short term? As Simon Sinek would say ‘100% of customers are people, 100% of employees are people. If you don’t understand people, you don’t understand business’.

Edwin Taborda Global Head of Insights, Electrolux

Accelerate growth and build trust with conversational AI

In the past two years, digital transformation has accelerated faster than any of us expected, yet the challenge of becoming a Conversational business remains for many.
Taking automation to the next level isn’t straightforward, maximizing effectiveness and efficiency while retaining what we all strive for - an empathetic, very human relationship - is a huge opportunity for brands in 2022. LivePerson has been leading the digital Conversational space for 20+ years, working with the likes of HSBC, Orange, Virgin Media, William Hill, Sky, NatWest and BT.
Join LivePerson's Senior AI Strategist to explore how to accelerate the path towards digital sales and service. Walk away with the blueprint for how to go live with automation and crucially, human empathy and intelligence, within weeks.

Rakesh Mistry Senior Director of Tech, Data & AI, LivePerson

Sustainability in Action: How can brands influence customers to impact sustainability goals?

Last year the UN’s Intergovernmental Panel on Climate Change confirmed that the climate crisis is now affecting every corner of the world, and that every degree of warming makes life on earth more dangerous. That said, every bit of action makes it more liveable. But how does this affect the Customer Experience? How can brands influence customers to make the right decision and take sustainability steps more seriously?

Bertrand Swiderski Chief Sustainability Officer, Carrefour

Malin Berge Vice President Strategic Growth, Sustainability Innovation Lab, Mastercard

Andy Griffiths Head of Sustainable Procurement, Diageo

A passion-led brand transformation and consumer approach

As one of the world’s leading technology companies and a top ten global brand, Mastercard has been evolving the way it interacts with consumers by creating meaningful connections and tapping into people’s passions. This approach is part of Mastercard’s brand transformation journey, where the consumer journey and mapping means enabling people to pursue their passion on purpose.
The digital era has led to consumers having very limited attention spans with brands needing to find ways to engage them like never before. How then can companies put the consumer at the center of everything they do and create the most innovative and relevant experiences at every step of their journey? In an age when experiences matter more than things, how do we deliver experiences to consumers that they could not replicate on their own or with anyone else while also harnessing the power of digital to open up possibilities of where and when you can reach consumers?

Beatrice Cornacchia Senior Vice President, Head of Marketing & Communications, Mastercard

Gaining Gen Z Share of Mind

StockX is a global platform for consuming and trading current culture – including sneakers, apparel, accessories, electronics, and collectibles. Its audience is largely made up of Gen Z who is at the forefront of culture, and moving away from fast fashion and big box retail in favour of limited edition, unique items with cultural significance. They are seeking a next-gen experience from brands who share their values: authenticity, agency, and access. Join Derek Morrison, GM EMEA, StockX to learn more about this audience, and how StockX engages and uses culture to develop meaningful relationships with their customers.

Derek Morrison GM EMEA, Stock X

Why is customer obsession more important today than ever before?

Customer obsession isn't a new philosophy. Well established as the secret to Amazon's massive success, both B2B and B2C companies have started to make customer-centricity a key ingredient in their strategies and objectives — and this makes sense. But in the new era CX has changed. Customers now want greater ease of purchase, wider exposure to digital means, service and delivery at the comfort of home. How can businesses respond to this and how can you stay ahead of the curve with the pace of change ever increasing?

Anita Toulmin B2B Digital Director, L'Oreal

Matias Caride EMEA Digital Director, Whirlpool Corporation

Alexandra Foster Director Insurance, Wealth Management & Financial Services, BT

Sascha Vukovic Senior Director Digital Product and Data Strategy, Strategic Cooperations, BMW