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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
Featured Speakers
Michele BartramChief Experience OfficerU.S. Census Bureau
Laura HuangMBA Class of 1954 Associate Professor of Business AdministrationHarvard Business School
Americus Reed IIThe Whitney M. Young Jr. Professor of Marketing, Co-Founder of Persona PartnersThe Wharton School
Kara SwisherHost of the "Sway" PodcastNew York Times Opinion
Spring Session Begins May 27, 2021
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2021 Series Schedule
DESIGN: Listen, Analyze and Model 2021 CX
Now Available
ON DEMAND
ON DEMAND
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