Working Backwards Innovation: The Amazon Story

Using human centered design to help drive innovation across customer experiences from ideation to execution. Based on lessons learned helping to drive sustainable, repeatable, and scalable innovation across industries, and based on Amazon’s internal approach to innovation.

Neerav Vyas Co-Chief Innovation Officer- Insights & Data, Capgemini

Creating Legendary Social Media Customer Experiences

Social media customer service has been around for almost two decades. The difference between 18 years ago and now is that a new generation is engaging with brands for help and expecting more than just a response, they are expecting mind-blowing customer experience. Most brands have mastered how to respond to customers, but now it’s time to take your service to the next level and create legendary social care.
Legendary requires rethinking, reimaging, and reviving your social media customer engagement strategies. Join us in this session as VXI tells the story of how they help known brands like Meta, Roku, and LG achieve legendary experiences.

Cheryll Aganda Vice President for Customer Experience Advisory, VXI

Lauren Kindzierski CX Advisory Leader, VXI

Neil Rae Chief Client Officer, VXI

Track 1: Hybrid Journeys – removing friction for a seamless CX

The customer journey has undergone major changes over the past two years, with most transitioning to a hybrid approach as consumers are much less likely to distinguish between online and offline; 74% of consumers now expect this (Uberall – 2021).
As we transition into a new era of consumer commerce, CX and UX leaders need to offer a customer journey that blends physical and digital experiences in a non-liner fashion, whilst removing friction. What are the pain points? How do you 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 as meeting the consumer where they are is key to succeeding in 2022.

AJ Triano EVP, Practice Lead, Customer Experience, Syneos Health

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. To capitalize on the true potential of data at our fingertips, organizations must fundamentally change how they view and use data. The promise of 5G, growth in connected devices and rapidly evolving methods of using and analyzing data, have led to a new age of enlightenment driven by insights gained from connecting consumer, strategic and operational data. This, combined with data storage costs at near zero and data transfer and processing costs declining, means there are near-limitless opportunities for organizations to uncover actionable insights.
Unlocking data’s power requires elevating it to the status of a strategic asset. Yet there are still many challenges that organizations face here. How can you offer your customers a truly personal experience while still respecting their safety and security issues?

Eliane Leclerc Senior Director, Contact Center Data & Analytics, National Bank of Canada

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?

Matt Haan Vice President, Channel & Partnerships, Hiya

Track 1: The New Rules of Engagement in an All-Digital World

Reliance on digital has grown in almost every part of our lives. The ever-evolving landscape of new technologies is shifting the way humans interact with each other, the world, and your brand. In this environment, consumer trust is harder than ever to achieve; it is impacted by the culmination of every touchpoint a consumer has with your business- across business units, functions, and channels. Moreover, customer needs are always changing, which has led many organizations to increase their focus on first-party data and insights as a driver for continuous improvement and innovation.
What will it take to earn customer loyalty in light of these shifts? Join Rae Weon as she describes what Twilio sees as the new rules for engagement between businesses and their customers and how intelligent customer engagement drives deepened relationships.

Rae Weon Principal, Enterprise Innovation, Twilio

Track 2: Building Brand Awareness Before the Call

In this master class, we’ll be reviewing the legacy technology of mobile caller ID, the challenges it faced, new technology developed to improve it and the bright future of branded communication. Branded communication creates the first ever marketing impression on a mobile device, while simultaneously improving the customer experience with contact and conversion rates.

Chris Stalnaker Enterprise Sales Executive, First Orion

Track 3: Discover The Frictionless Digital Transformation That Drives 4x Engagement And 3x Conversion

New age consumers are tech-savvy and crave a whole new level of customer experience, but developing a cohesive CX strategy that excites and engages customers is always a challenge for business enterprises. How are you responding to this growing demographic’s digital desires? Learn from Heather Bollinger, Head of US Agency Partnerships and Steve Stafford, Head of Retail of Firework, about how to shift your storytelling and customer engagement experience to drive digital transformation.

Heather Bollinger Head of US Agency Partnerships, Firework

Steve Stafford Head of Retail, Firework

Customer Delight & Loyalty with Digital-First Experiences

Today’s fast-growing retail businesses are pressed to support customers wherever they are with immediate and personalized experiences. Digital transformation has accelerated and is showing no signs of slowing down. CX is emerging as the new battle ground for loyalty and share of wallet. As a result, many organizations are working to unify their customer journeys in order to deliver consistent and personalized experiences. To transform, they are looking for digital-first technology solutions that are right-sized for today’s customers and flexible for tomorrow’s uncertainties.This session will focus on:
•A roadmap for CX maturity
•How to create customer delight at scale with Chatbots & AI
•Art of the possible for retailers with digital-first experiences

Colin Crowley CX Advisor, Freshworks