The global pandemic has transformed the consumer behavior rapidly and more likely for good. More consumers than ever turned online, including baby boomers and traditionalists who had previously only engaged offline. Businesses responded to the change by swiftly pivoting their marketing strategies to focus on digital channels. However, to secure customer attention and spend, marketeers must reimagine their customer experience.
Purchasing priorities have shifted and buying behavior has changed pushing customer expectations to an all time high. What was earlier considered as a good customer experience is table-stakes today. Brands are working to reorganize their approach to have customers ‘buying into companies’ rather than simply ‘buying from them’. Investments are being made in delivering experiences to digitally-savvy customers through dynamic technologies and tools such as real-time messaging, chatbots, artificial intelligence (AI), augmented reality, and self-service.
In 2021, there is also a growing focus among brands, on turning more empathetic as customers are beginning to measure value proposition on the human scale.
At this year’s edition of Global CX Summit, we will continue to connect with our customer experience community to come together, share ideas and learn how to navigate the contemporary challenges. This 3rd Edition of Global CX Summit will bring together 250+ CDOs, CIOs, CMOs, Heads- Customer Experience, Digital Transformation, Analytics etc. to discuss the best practices in transforming customer journey.
Join the Global CX Summit to partake in the exchange of experiences, frustrations and ideas and hear from the most innovative brands and adapt to deliver meaningful and timely customer experience.
Hear from a diverse group of thinkers and doers in a series of talks and workshops in a well-curated one-day agenda.
Use cases from the masters themselves allows you to dive into new disciplines, trends, and technologies stemming from experience.
Explore new ideas and methodologies around Emerging tech, Disruptive innovation, digital transformation, and more in expert-hosted breakout sessions.
From sharing cards to direct messaging, from sponsor booth to personal meetings, Global CX Summit provides you with numerous virtual networking opportunities to meet fellow attendees and talk about the things that truly matter from the safety of your homes.
Conceived with a vision to promote an idea sharing and networking platform among the CX and technology leaders, Global CX Summit will explore the pressing concerns of the industry at large in the wake of the pandemic.
Before the pandemic, customer service was more reactive, leaving the customers to find the best channel for getting a solution. A dynamic customer engagement (DCE) is the future of customer service which will deliver differentiated customer experiences by leveraging data for actionable insights and recommend the next-best-action to customers proactively.
A customer-centered digital strategy is essential to delivering seamless, consistent and engaging experiences. Zero UI relies on ambient technology to react to us and makes interactions easier by bypassing traditional input devices such as touchscreens and keyboards. A smooth interaction inspires loyalty through a positive emotional connection with brands.
Customers are dynamic and unpredictable and engagement can come from multiple sources. Brands need to make decisive, real-time responses to connect with the needs of new-age customers. An agile CX strategy needs to backed by targeted, real-time responses to a customer's interaction, that has been mapped by the several touchpoints along the customer journey.
All relationships have an emotional aspect. This holds good for consumer-brand relationship too. The onset of the pandemic has strengthened the customer's inclination to relate and engage with brands that have instilled confidence and trust with their actions, in the face of adversity in continuing to deliver superior customer experience.
Empathy displayed by brands will be the compelling context for sustained loyalty over time.
Product Lead - CX platform and solutions
CX professionals
Solution Showcase Slots
Speakers
Hours of Re-education & Business Networking
The differentiating factor was the overall experience and the collaboration of people coming together that really wanted to engage.
The concept of the speed networking is unique where everyone can get few minutes with each and further connect over a meeting with the selected people.
It is an interactive and mutually productive learning experience.
An excellent panel discussion and amazing speakers
The most important value generation at this conference is the visibility.
Published on 28 Sep, 2020
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