Delivering exceptional and consistent digital customer experiences across complex environments
Organizations are under a lot of pressure to deliver exceptional digital customer experiences and deliver them consistently across complex environments. Operators and vendors must be ready to understand the new frontiers and how to navigate the next generation of digital experiences which will be personal, augmented, virtual and immersive.
Business leaders are exploring the why, and collaborating the how, of transforming their organizations to be experience-centric, agile and aligned so that they are geared correctly for customer retention and long-term customer success. The Serving the Digital Customer track at Digital Transformation World will help give a deep understanding of how leading organizations are succeeding — and sometimes failing — to deliver on the many promises of Customer Centricity strategies and technologies.
The modern customer should be at the heart of any strategy looking at monetizing new technologies and generating value for shareholders and stakeholders. With the potential windfall for operators who successfully transform their organizations in the Billions of dollars, customer centricity has never been more important.
Focus will include:
- Preparing for a successful project with CX models, roadmaps, procurement strategies, resource planning and a solid understanding of the digital landscape
- Addressing challenges like building engagement cross-departmentally for a more creative culture, measuring customer experience metrics with top tasks or discovering the best method for selecting and adopting new digital strategies.
- Examining revolutionary platforms, tools and strategies to create stronger digital customer experiences for businesses from leading cross-industry organizations particularly in areas around 360 view of customer, omnichannel and analytics
Key challenges that will be addressed: