Greg Rose

Enabling a seamless customer journey is the holy grail of a modern DX stack. To produce that external experience, organizations must first align their internal operations, overcome silos and effectively collaborate across departments to select, build and execute using the right tech. In this discussion, panelists will share how they’ve aligned business needs and tech selection, how they’ve operationalized customer centricity, and the outcomes in customer experience and agility that are proving successful in their enterprises.

All organizations struggle with creating a seamless, consistent customer experience. Omnichannel orchestration can take you to that next level.  In this discussion, we’ll bring together panelists on executing an omnichannel strategy, to share practical advice on implementing and advancing your business’ relevance to your customers, clients or partners.  Panelists will lay out the processes their organizations used to overcome data silos, integrate systems, and increase personalization to evolve their overall marketing practice, retain customers and strengthen the bottom line.  

Most companies are great at selling outcomes but not so great at teaching customers how to achieve those outcomes. Yet the data shows that formalized education leads directly to significant improvements in product utilization, support costs, and renewals. So why don't most companies center customer and partner experiences around education? It may be because they assume that it's too hard to connect the consumption of content to business results. But when you know what to measure, you can engineer an education initiative that actually moves the needle against big picture objectives like retention and revenue.