Our digital future is no longer a distant promise. The global pandemic accelerated all things virtual for businesses across all industries. Augmented Reality (AR) applications have been on the rise with “try-before-you-buy” experiences increasing buyer confidence and speeding up the sales cycle. AR has proven that it can add enormous value for consumers in the shopping journey. Once a nice-to-have feature, AR has quickly become an essential technology across multiple industries. This keynote will highlight the possibilities of AR from virtual try-on and immersive 3D product catalogs, to AR supported chatbots and real-time remote support, as well as offer a glimpse into the future.

In this session you will:

• Understand the differences between AR, VR, and Metaverse
• Gain insights into the possibilities for AR in your business
• Attain a peek into the future of AR and the Metaverse

Many organizations rely on surveys to measure customer experience (CX), but that’s no longer the most effective way to get a complete view of your CX – especially as some consumers prefer and are choosing to return to on-site locations, while many consumers have adopted and are now embracing a digital-first model. Join this session to learn the three steps to take to move beyond surveys and connect departments for a holistic view of your CX:

• Realize the Limitations of Survey Data
• Create More Collaboration Between Your On-site, Digital and Contact Center Teams
• Adopt the Latest Data Technology to Integrate, Analyze and Trend CX Insights for Future Success

 A blending of physical and digital experiences is underway that represents a growing trend in marketing strategies, allowing brands to connect to their consumers in brand new ways. AR, VR and other technologies can provide opportunities for personalization through unique immersive experiences. Customers can try products before purchase, tour brick and mortar spaces virtually, and take gamification to the next level. The possibilities are endless - marketers are presented with new and increasingly popular ways to engage customers and add brand value.In this panel, we’ll explore their impact on the branding landscape as a whole.  

Topics may include:  

• The future of multi-dimensional experiences 
• Aligning new technologies with existing brand identity
• Real-World examples of phygital blending
• Building customized immersive experiences using AR/VR

Today's businesses are operating in a highly dynamic environment. They need to remain laser-focused on their core priorities, while building resilience and agility into employee and customer experiences. In this session, you'll learn how Freshdesk helps companies power smarter conversations, personalize experiences, and grow their business.

With a global presence and more than 135,000 employees working across 115 countries, Schneider Electric’s goal is to empower people and companies to make the most of energy and resources. Their global website offers a vast range of products and solutions, welcoming both customers and prospects. But such a wide audience means that each visitor has vastly different needs, expectations, and goals for their digital experience. The challenge for Schneider was to go beyond individual experiences, and consistently provide best-in-class digital journeys to every customer. Learn how Schneider Electric has transformed their organization into a customer-centric machine by listening to customers, acting on their feedback, and instilling new processes that make it easy for teams to react to customer needs.

In this intimate fireside chat, Cem Yöndem, VP of End to End Digital Customer Relationship Management - IT Platforms at Schneider Electric will discuss:

• What a successful digital experience looks like for Schneider
• What opportunities digital experience data unlocks for teams
• Tips and tricks for other manufacturing providers looking to improve their digital experience

One of the most sought after applications of AI is the automated customer learning they provide by maximizing chat data. This functionality can provide brands with a myriad of solutions for personalization, customer mapping, and prediction capabilities.   Even with continued innovation - it is important to consider that chatbots are continuously learning.  They may have limited responses or find  nuanced decision-making challenging. These challenges require greater transparency of the AI-learning process learning process for chatbots. How do they access the data that feeds their algorithms? In this panel, we’ll consider whether chatbots are asking the right questions and how they process differing responses.  

Topics may include:

•  Developing a brand-specific chatbot strategy  
• Examining key details of the AI-learning process
• Aligning AI decision-making with greater empathy 

Customer experience (CX) has become a critical differentiator between competitors, but a lot of companies are still not getting it right. Accenture estimates 48% of consumers have left a company’s website and made a purchase elsewhere due to a poor experience – so what gives? Let’s face it, buyers have evolved and have become more sophisticated than ever. They have higher expectations when interacting with a brand in terms of amazing experiences across all channels and creating personalized moments that matter.

Join Karen Naves, Tealium’s SVP of Global Demand Generation, for this lively and engaging discussion to learn:

• 3 strategies you can adopt to build amazing CX Strategies to acquire and engage the right customers
• How to create successful profile and audiences
• Proven campaigns to retain and delight your customers
• The role customer data plays in your CX strategy
• Whether you consider a Customer Data Platform (CDP)

Digital transformation isn’t just an ongoing, inevitable evolution that all businesses must face at some point. It’s already part of your customers’ DNA, and it has changed everything. Customer demands have evolved, and their reasons for abandoning you for your competitors have changed. Customers want new ways to engage, and they expect you to reach them in their preferred channels. In this session, you’ll learn how to navigate CX through this digital economy “storm”, and how to adapt your CX & VOC strategies for happier customers. Specifically:

• Learn about the rise of an increased appetite for human-assisted digital channels
• Understand how to balance emotional intelligence and digital enablement
• Find ways to adapt your CX & VOC strategies to your customer’s digital DNA

Join your peers and speakers in the Lounge for virtual networking. Discuss the day's sessions, ask questions, and make connections across industries -- and even across the globe.

How does it work? Move your avatar around the networking space to meet people. To join a conversation, move closer. To leave it, move away. It’s that simple.

The exponential growth of digital sales over the last few years led to a manifold increase in business complexity. Retailers have been doing their best to manage this increase, but, according to new research from Contentstack and Incisiv, few have been able to scale their capabilities effectively. In addition, less than half believe they can manage effectively over the next 12 months. In this session, Contentstack Founder and CEO Neha Sampat and VP of the MACH Alliance Jasmin Guthmann will zero in on the biggest marketing gaps retailers see between complexity and preparedness for the future, and offer solutions to help close them. This presentation will touch on: 

• Recent research that shows less than half of retailers believe they can effectively manage all aspects of their digital operations over the next 12 months
• Marketers face four gaps that will detract from their ability to match the pace of business: consumer demand for personalization, difficulty managing omnichannel strategies, lack of speed, and inadequate technology
• It’s time for retailers to do something differently — and MACH technology bridges these gaps and helps retailers succeed

In The Voltage Effect, List draws on his own original research – as well as fascinating examples from the realms of business, government, education, and public health – to reveal specific principles that predict whether an idea can achieve high voltage and succeed at scale. For example:

• Is the early success of your idea actually a false positive?
• Is your initial audience representative of the larger population?
• Does success hinge on the "chef" (specialized talent), or the "ingredients" (the components of the idea itself)?
• Are you getting the most out of every last dollar you spend?
• Are you scaling a culture based on cooperation and high performance?

By employing the science-backed playbook List provides, we can all drive powerful change in our schools, our communities, our organizations, and in society at large. Because a better world can only be built at scale.

Adaptability intelligence (AQ) is the ability to adapt to anything life throws at you and embrace change with optimism and a problem-solving mentality. Discover strategies that will help you live a happier and more successful life through accessing this increasingly important skill.  

During our DX Summit Happy Hour, Paralympian Vanessa Low will take you on her journey from losing her legs at the age of 15 to becoming a Paralympic gold medalist long jumper. Vanessa will share insights into how she was challenged by the loss of mobility, independence and, most of all, the loss of belief in herself and my dreams — and through which she came to understand that adversity always comes with a second face: the face of a great chance, the chance to adapt, to challenge our belief system and the chance to imagine everything that can be.

Join Sarah Kimmel, VP of Research, as she presents emerging trends and key takeaways from our 7th annual State of the Digital Customer Experience Report, including:

• Impacts on DCX from the pandemic
• State of the DCX toolkit
• Increasing use of metrics
• Shifting attitudes toward headless CMS and metaverse
• A shift in the perceived impact of AI

Did you know that 65% of marketers can’t quantitatively show the impact of their marketing? It's not uncommon to rely on guesswork in your marketing: You think you know what topics resonate best with your audience, but you don’t know for sure. You have some ideas for improving the customer experience, but you’re not sure what would be most effective. Testing your ideas can help you get the data you need to confidently make decisions about what content to create next, and demonstrate the impact of your work. But how do you know where to begin? This session will reveal how to set experiment-level goals for your content that impact key business outcomes, experimentation best practices, and how to foster a culture of experimentation so you can find and deliver the right content experiences, faster.

Spending on customer experience continues to increase, but where are organizations investing? In our State of Customer Experience Technology Report, we uncovered some critical trends to help contact center leaders develop plans for transforming how their contact centers engage with customers across all channels.

Join Erik Smith, Digital Principal at RingCentral as he discusses:

• Digital channel usage is increasing, but which channels are the most trusted?
• AI spend is up and steadily increasing, but execution is lagging. What’s the disconnect?
• Is omnichannel still a focus for organizations?
• How can WEM help enable optimization across digital customer experiences?

Hear from each of our Customer Experience Leader of the Year award finalists.  Then, stay tuned for the announcement of CMSWire 2022 Customer Experience Leader of the Year, and remarks by our winner!

2022 CX Leader of the Year Finalists, presented by CMSWire:

• Ashly Beverage, Head of Customer Experience, Verisk
• David Mingle, Vice President and Global Practice Head, Customer Experience, Reputation
• Adam Cotgreave, Chief Customer & Sustainability Officer, Seasalt