Dom Nicastro

The last two years have ushered in a dramatic acceleration of digital transformation. In fact, a recent McKinsey survey estimates that the pandemic sped adoption of digital technologies by seven years. From contactless pickup, to digital contact tracing and improved omni-channel experiences, many physical or in-person experiences have transitioned online – with customer demand for these conveniences set to stay.

How do you rethink your overall experience in a world where customers no longer distinguish between online and offline? Staying competitive in this new business environment requires new strategies to keep customers engaged and brands investing in their digital experience and transformation.  

•  Take a holistic approach to CX – including shared goals, priorities, and measures of success
•  Leverage the right customer feedback and journey focus
•  Utilize DXP and service design tools to plan, design, and optimize experiences and resources across channels and teams

Covid-19 has offered many lessons for business leaders. Not the least of which is the value of resilience and innovation – especially in times of disruption.  And with the likelihood of increased and more frequent disruptions ahead – be they environmental, social, medical, or economic - the need for innovation has never been greater. 

The problem is most businesses today are not nearly innovative enough to withstand such a future.  Not because they don’t value innovation but because they’re simply not built, structured, or led to produce it. 

In this fast-paced and enlightening talk, futurist Doug Stephens sheds light on six key attributes of the world’s most innovative organizations. Referencing decades of research, Stephens will provide actionable ideas and steps to help you emulate their success. It’s an uplifting and mind-expanding peek into the realm of radical innovation and strategy.

Learning Objectives

• Gain a shared understanding of the essence of innovation and why it’s so scarce in most organizations
• Develop insight into the best practices of innovative organizations
• Learn six practical steps to transform your organization’s innovation capabilities and outputs 

With a plethora of data analytics at our fingertips and the sheer volume of data available - how do successful teams select Key Performance Indicators (KPIs) and apply them for optimal results? Learn how to cut through the noise to make effective use of our greatest metrics. 

In this panel discussion, learn from experts on optimizing KPIs: what works and what to leave behind in 2022, including:

• Choosing a business health score: Net Promoter Score (NPS), Customer Lifetime Value (CLV), or Average Basket Value (ABV), Customer Effort Score (CES)?
• Setting expectations for periodic assessments that allow for course correction
• Stretched thin? Tips and tricks to create a sustainable plan for assessing the right customer segments, pain points, and priority initiatives

Join our opening keynote speaker from day 1, Chief Measurement Strategist at Google and Author of Converted, Neil Hoyne, for a moderated Q&A where your questions are answered live!  Check your email during the event to submit your questions in advance.  This Q&A will be moderated by Dom Nicastro utilizing audience questions only. 

Here's your opportunity to Ask Neil Anything!