Customer Experience Fuels Business Success

The research is clear; when all other factors are roughly equal, empathy is the biggest driver of active loyalty. Customers who stay longer, buy more, cost less to serve, and consistently prefer you over your competition.

Many organisations have invested in emotional intelligence (EQ) training for their front line staff and it is paying dividends, but they are finding it harder to form and maintain rapport with their customers over digital channels -- after all, bots don’t have feelings.

Yet delivering empathy at scale over digital channels can be done using existing technologies and the results are remarkable.

In this session, you will learn:
- What we mean by empathy.
- The role of emotions in customer experience & behaviour.
- Finding the "moments that matter".
- What it will take to operationalise empathy.
- Putting the value of compassion on the balance sheet.

In today's competitive marketplace, customer experience has become a crucial factor in driving business success. Positive customer experiences not only lead to increased loyalty and retention but can also help attract new customers through word-of-mouth recommendations. In fact, research shows that customers are willing to pay more for products or services that provide a superior customer experience.

However, many businesses struggle to effectively engage with their customers and employees, often failing to progress beyond a few small projects. This can result in a loss of momentum and a failure to fully realize the potential of customer experience initiatives.

In this session CX and EX Special Advisor and Author, Alan Pennington offers practical solutions to help you achieve your CX goals. Join the session to discover:
- How to build confidence in your CX/EX strategy and avoid common pitfalls.
- The value of research and data in developing an effective CX/EX strategy.
- Practical and effective engagement strategies to build customer loyalty.
- The role of education and training in developing a customer-centric culture.
- And more...

About the Speaker
Alan Pennington is the author of ‘The Customer Experience Book.’ He was Co-founder and Managing Director of market-leading CX Consultancy Mulberry Consulting prior to its sale, and former Deputy Chairman of SuiteCX - the market leading mapping and CX management software firm.

In recent years, optimising CX has become a major focus for businesses. Still, most of these initiatives fail to materialise into improvements that customers notice, and in turn are not translating into tangible business results that can demonstrate a clear return on investment.

Business leaders prioritise metrics like the Net Promoter Score and invest in flashy digital tools, without first understanding what their customers value most. In this session, internationally renowned author and CX and strategy consultant Matt Watkinson provides a roadmap for delivering experiences that live up to the promise and generate real value for both customers and the business.

Join the session to discover how to:
- Create exceptional customer experiences that deliver tangible business results.
- Leverage data and analytics to get a clear understanding of customer expectations and needs.
- Foster a culture of innovation, continuously testing and iterating experiences to drive better outcomes.
- And more..

About the Speaker
Matt is an internationally renowned author, speaker and consultant on customer experience and strategy. He won the CMI's Management Book of the Year for his first book, ‘The Ten Principles Behind Great Customer Experiences,’ considered by many to be the definitive book on the subject. He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI.

Matt is the CEO of Methodical, a CX and design studio based in California. He is also a Senior Visiting Fellow at Cass Business School, London and a venture partner at the VC fund Tiller Partners. His third book, Mastering Uncertainty was released in March this year to critical acclaim.

ChatGPT has shown us that we can expect more from software. At the same time, artificial intelligence (AI) has become a buzzword, promising to completely transform customer experience. However, many enterprises are still hesitant to adopt AI, fearing the risks of technology and uncertain about its potential benefits.

In this webinar, Glance CEO, Tom Martin, and Glance SVP of Product & Strategy, David Butler, will address these concerns and discuss how enterprises can leverage AI to improve customer experience without compromising data security, privacy, or ethics.

Register now and join the discussion as we explore:

- The potential of AI in customer experience, highlighting its ability to deliver personalized, relevant, and timely interactions with customers across multiple channels.
- The practical aspects of AI implementation, focusing on best practices for AI integration into existing customer experience strategies.
- The ethical considerations of AI and guidelines for enterprises to ensure that their AI-driven customer experience aligns with the highest ethical standards.

Join us to discover why you should embrace AI in CX.

Register today!

When you think of CX what comes to mind? If you’ve asked this question in your company you’re likely to get a hundred different responses. This is the challenge with any selection and positioning of CX investment. Everyone has a view of what it is, its degree of importance and level of investment needed.

It’s your role as a customer advocate not just to present investment options but to demonstrate the power of the CX story as an internal and external driver of results. In this session, Jermaine Edwards explores strategies to help you overcome this challenge and set clear CX objectives to drive customer loyalty and generate long-term value.

Key takeaways include:
- 3 stories every company needs to know to align the business to the importance of CX.
- 3 powerful CX initiatives to drive customer loyalty and lifetime value.
- The most important question to ask before you begin any CX initiative.
- And more...

The global pandemic and continued economic uncertainty that followed it have brought about significant changes to the way businesses understand and practice CX. Finding themselves in an increasingly complex and competitive environment, businesses have been forced to reassess how they operate. This in turn has led to changes in how customers consume products and services, buy products and services, and communicate with businesses. Additionally, there has been an emergence of new technologies, market players, and new priorities for executives and boards.

Businesses have had to adjust their CX strategies to keep up with these changes, and focus on leveraging customer experience to drive business success is stronger than ever. Whereas companies previously focused on driving operational efficiencies through continuous process improvement projects, the pandemic has shown that organizations that prioritize customer needs and preferences are better equipped to maintain a competitive advantage.

Understanding and implementing strategies that leverage CX to succeed is more important than ever in today’s rapidly evolving business landscape. Join Mandisa Makubalo (CEO, Unlimited Expereinces SA) to get a roadmap to leverage CX to drive growth and build stronger brand loyalty.

Topics for discussion include:
- Redefining business success for today’s highly competitive business world.
- Implementing CX strategies to fuel long-term business success.
- Best practices for leveraging your customer experience strategy to drive growth.
- And more...

The marketplace is in a constant state of flux, with new products and services becoming commoditized and shifting consumer expectations. For organisations, the challenge is to find new ways of standing out amidst the competition and delivering experiences that are emotionally resonant to customers, employees, and partners.

Increasingly, the secret sauce is found in delivering digital experiences that provide real-time or near-real-time value. In this era of disruption, while some organizations are boldly disrupting the status quo, others risk being left behind.

In response to this disruption, leading IT organizations have elevated their role from service provider to business partner with a focus on delivering compelling customer experiences. Increasingly, IT leaders are collaborating with cross-functional partners to assess and evolve business capabilities to meet consumer expectations and leave lasting impact. So how exactly should organizations go about doing this?

Join Karan Thaker (Lead Strategist, Experience Strategy & Service Design, Northwestern Mutual) for this presentation as he discusses:
- How to move from being capability-led to experience-led.
- Strategies for leveraging experience design to disrupt the status quo.
- How to spot and avoid the common pitfalls.
- And more....

The popular claim is that AI will augment, not replace, human contact center agents. Thus far, the reality has been neither. The overwhelming majority of customers continue to rely on agents for at least some support inquiries. Nearly 70% of these agents, moreover, are still spending too much time on the manual work AI was supposed to eliminate.

Buzz over generative AI like ChatGPT, however, is spurring optimism that transformation is finally within reach. But what will this AI-driven transformation entail? What are the most valuable use cases? What is the ideal interplay between AI and human ingenuity? What are the biggest risk factors and potential pitfalls?

In this webinar, CCW Digital Principal Analyst Brian Cantor will separate fact-from-fiction in revealing how AI will transform agent experiences – and the contact center at large. Topics include:
- New thoughts on whether agents should be worried about AI taking their jobs.
- The new standard for humanity in today’s CX - and the role AI plays in delivering it.
- Top “pain points” that generative AI can solve right now.
- Redefining the agent role to improve performance and boost employee retention.
- Mistakes that can derail your AI investments.

Ask most consumers, and they can rattle off many poor experiences they have had while interacting with a business. Every one of these poor experiences would be better with technology that both empowers customers and assists agents. How do top-tier customer service organizations do it? What technologies and operational processes are crucial to their success?

Metrigy interviewed and surveyed hundreds of organizations and end consumers to discern which technologies matter most. In this webinar, presented by Metrigy CEO and principal analyst Robin Gareiss, you’ll learn:

- What value do customer insights bring to technology decisions?
- How should you use AI today, and what should you plan for tomorrow?
- What are the must-haves for a successful self-service strategy?
- Which applications are supercharging agent productivity?

Behavioral economics examines how individuals make decisions and the various factors that influence those decisions. In recent years, it has gained significant attention in the business world, as companies seek to better understand and connect with their customers. By applying the principles of behavioral economics, businesses can develop more effective marketing strategies, improve customer experiences, and increase customer loyalty.

In this presentation by Melina Palmer, author of the award-winning book "What Your Customer Wants and Can't Tell You," you'll learn about some core principles of behavioral economics and how they can be applied to business. Using her "behavioral baking" approach, you'll gain practical insights and strategies for better understanding customers' behavior and preferences.

Key takeaways from this presentation include:
- An understanding of some key principles of behavioral economics and how they apply to business.
- Strategies for improving customer engagement and building stronger customer relationships.
- Practical tips and techniques for applying the principles of behavioral economics in your work, using Melina's "behavioral baking" approach.
- And more...

While customer experience (CX) seems easy to define at first glance, in practice, it's difficult to capture how a customer truly feels, thinks, and reacts during these encounters.

AI helps organizations overcome this problem, allowing them to quickly and accurately analyze customers’ cognitive, affective, sensory and behavioral responses. To effectively leverage, teams need to understand all the touchpoints throughout the customer journey, from pre- to post-purchase.

By breaking down CX into smaller "micro" interactions, brands can gain valuable insights into their customers' needs and preferences, allowing them to personalize the customer experience and ultimately build loyalty. AI techniques like machine learning, deep learning, and natural language processing can help brands interpret and analyze these micro-interactions in real-time.

In this session, Dr. Sue Tripathi explores how AI can be harnessed to optimize the customer experience. Key takeaways include:
- How to leverage AI to manage key aspects of customer encounters and use customer journey mapping to design better touchpoints.
- Embedding the voice of the customer; quantify the cost of inaction, through real world examples
- Strategies to comprehensively manage a customer's cross-channel exposure, interaction, and transaction with a product or service.
- And more…