*Please note that all times listed are EDT (Eastern Daylight Time; -4:00 UTC)
Enter Networking Lounge, Connect with your Industry Colleagues
- Start your day off right and make connections with industry leaders.
- Join “drop-in” roundtables discussing current and relevant topics.
- Schedule 1-2-1 video meetings with peers or vendors.
- Gather essential content and get exclusive offers at virtual exhibit booths.
Welcome from your Host
Gain insight into today’s sessions so you can get the most out of your experience and maximize your value.
KEYNOTE: CX DIGITAL TRANSFORMATION
Microsoft’s Journey to Digitally Transforming the Customer Experience
- Customer experience framework
- Metrics and trends highlights
- Showcase human and virtual agents working together and review lessons learned
PANEL: EXCLUSIVE INSIGHTS
Revamp your CX Digital Transformation Program with Best Practices from Industry Leaders
In a world of constantly changing customer expectations and business demands, executives are tasked with developing plans to help their organizations succeed. Leverage proven strategies from leaders in digital innovation, emerging technology and organizational change. Unlock the key to:
- Personalizing offers and interactions
- Fostering collaboration across departments
- Streamlining your CX across digital channels
Reinvent your CX digital transformation program to be impactful and far-reaching.
SPONSOR INDUSTRY EXPERT: CX TECH STACK
What Your CX Tech Stack Needs for the Next Wave of Digital Transformation
PANEL: DIGITAL TRANSFORMATION
How to Succeed with Digital Transformation
Effective digital transformation is no longer just a component of long-term brand success but vital for survival. Reap immediate, company-wide results with a successful digital transformation. Walk away with specific solutions to:
- Leverage your digital transformation to resolve long-standing problems.
- Keep pace with other digital business competitors.
- Plan, implement and optimize your digital transformation program.
Gain a competitive edge through a successful digital transformation.
Build Relationships and Visit Virtual Booths
Expand your network and exchange expertise with your peers. Take advantage of our intuitive platform to deepen your knowledge and connect with industry leaders and experts.
- Pose your biggest questions to leading solution providers through 1:1 video conversations or chat.
- Join “drop-in” roundtables in the networking lounge and make connections that last beyond these two days.
- Experience live demos and test drive new technology. Source leading-edge content from virtual booths.
PANEL: IMPROVING TOUCHPOINTS
Make Every Touchpoint Count to Build Better Client Relationships
This extended period of uncertainty, market volatility and disruption has resulted in unprecedented changes to consumer behaviour, wants and needs. Strategize with experts to strengthen your client connections through the limited touchpoints that are available. Master the critical success factors to:
- Improving your customers’ experience across digital and physical touchpoints
- Providing meaningful support and recommendations at points of contact
- Increasing selling opportunities at key customer touchpoints
Incorporate a step-by-step process to upgrade your customer experience at each point of contact.
PANEL: JOURNEY MAPPING
Map the Customer Journey for a Superior CX Digital Transformation
You’ve heard about customer journey maps, but what value can they provide for your business? Master customer journey mapping and how to measure its ROI. Leave with the skills and toolkit you need to:
- Exploit the art of journey mapping to inform your digital transformation.
- Strategically plan and innovate your multi-channel experiences.
- Exceed your customers’ expectations of your product and brand.
Utilize journey mapping to pave the way for your CX digital transformation
Summary from your Host
Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!
Virtual Happy Hour
- Get to know fellow delegates in “drop-in” virtual roundtables.
- Engage in 1:1 video conversations with peers or vendors.
- Connect with other attendees based on similar interests and business objectives using our “recommend matches” tool.