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Master the Mayhem!
Conquer the Digital Chaos and Deliver Game-Changing Customer Experiences
Virtual Conference Series
February 25 · May 27 · July 29 · October 28
Winter Session Begins Feb. 25, 2021
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2021 Series Schedule
DESIGN: Listen, Analyze and Model 2021 CX
Feb. 25, 2021
11:00 AM - 4:00 PM EST
11:00 AM - 4:00 PM EST
Conference Topics:
- Building a holistic, high-impact customer experience practice
- Design thinking: Fundamentals and practical applications
- Best practices for personas and customer journey mapping
- Integrating Voice of the Customer (VoC): Platforms, practices, case studies
- Your insights suite: Journey analytics, behavioral, explicit, shadow customer voice
- Designing for measurement: Selecting metrics, modeling dashboards, connecting KPIs
ORCHESTRATE: Raising Your Relevance, Advancing Omnichannel
July 29, 2021
11:00 AM - 4:00 PM EST
11:00 AM - 4:00 PM EST
Conference Topics:
- Building a crawl-walk-run roadmap for omnichannel, personalized experiences
- Orchestration foundations: Journey discovery and iterative mapping
- Strategies and architectures for data fusion and silo busting
- The role and future of AI in journey orchestration and real-time decisioning
- Prediction modeling and attribution for ROI impact
- Case studies of empowered customer service organizations
- Customer Data Platforms: Landscape, categories, trends, facts and myths
BUILD: Effective, Agile Tech Stacks & Operating Practices
May 27, 2021
11:00 AM - 4:00 PM EST
11:00 AM - 4:00 PM EST
Conference Topics:
- Operational agility: Definitions, practices, roadblocks
- How technology can enable or inhibit agility
- Understanding the modern DX stack: Marketing Clouds, DXPs, CDPs, Journey Orchestration and Customer Voice
- The benefits and limitations of behemoth marketing clouds
- Why only 11% of practitioners are happy with their tools
- Leveraging AI/ML while enhancing customer trust – where it fits
OPTIMIZE: Culture, Insights, Experimentation & ROI
Oct. 28, 2021
11:00 AM - 4:00 PM EST
11:00 AM - 4:00 PM EST
Conference Topics:
- Fostering a culture of creativity and experimentation
- Case studies in scaling testing and experimentation
- Learning from AI: How black boxes share insights
- Journey analytics practices to reduce friction
- Using customer surveys effectively for journey refinement
- Enhanced journey visibility with visualization and dashboarding
- Measuring impact: Connecting key moments with KPIs
Connect with digital CX leaders
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Master the Digital Mayhem!
Tone down the noise — at DX Summit you will:
- Gain key digital customer experience skills that help you shape your 2021 initiatives
- Learn first hand how some of the top brands run their digital ops
- Get up to speed on the aspirations and realities of AI, Machine Learning and Customer Data Platforms
Attendees Rave about DX Summit
96%
Agenda Satisfaction
“Loved the case studies and the different industries represented.”
86%
Recommendation Rate
“I shared the event on LinkedIn with clients and colleagues. I am very careful about what I share, and your event was an easy decision.”
80%
Return Viewership
“I was very impressed with the availability of the presentations and the immediate availability of recordings. I was able to catch up with sessions an hour or two later.”
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Who Should Attend
Digital Customer Experience Executives
Customer Engagement Leadership
Analytics and Optimization Owners