Rich Hein is head of content and audience strategy for Simpler Media Group and CMSWire. He has worked in digital technology publishing for nearly two decades, connecting readers with content that matters to them. Previously, Rich spent over 5 years with IDG as their director of audience development and senior managing editor of CIO.com. Prior to that, he was a managing editor at Internet.com/Quinstreet, where he ran several sites (including Developer.com and CodeGuru.com) during his 12-year tenure there.
Wednesday, February 16
US/Eastern from 11 :00 AM to 11 :40 AM ( 40 mins )
[Welcome and Opening Keynote] Unlocking the Full Power of the Customer Experience
CX is one of the most exciting and dynamic areas of modern marketing, but what if we’re only scratching the surface of its potential? In this keynote address, we’ll discuss the transformational opportunity unlocked by a simple shift: understanding the importance of crafting long-term relationships with customers over short-term transactions. Inspiring tales of success and hard-earned lessons-distilled down to an actionable framework that helps us understand where the future is headed and how to lead our organizations forward.
You will learn:
Main Stage
Wednesday, February 16
US/Eastern from 1 :00 PM to 1 :30 PM ( 30 mins )
[Discussion] Successful Strategies for Customer Listening
In the accelerated reality of the “new now”, a successful listening strategy enables fast decision-making based on real customer experiences. Rather than responding to crises, CX practitioners can implement VoC to continuously and intentionally learn and adapt, throughout the customer journey.
In this discussion, experts will share specific strategies in data assessment, analysis and application from their successful customer listening programs. Be empowered to make pivotal decisions that meet your customers needs.
In this session, we'll discuss:
Understanding Personas: Gain a clear perspective on your primary customers to help guide them to their goals
Missing signals: obstacles to customer listening and how can we learn to avoid them
Reputation Experience Management (RXM): Consider tools that can make a difference to your online reputation
Panel
Thursday, February 17
US/Eastern from 1 :05 PM to 1 :30 PM ( 25 mins )
[Panel] Effectively Leveraging Insights to Increase Customer Activity
Do you have the keys to drive your customer’s digital behavior? With data in hand, businesses require a well-designed plan to activate insights from data and increase customer activity. Organizations that were prepared to leverage customer data in 2020 had an upper hand in surviving an economically tumultuous year. With the World Economic Forum anticipating the global recession will last through 2022, businesses who re-up their customer journeys using customer activity data effectively will have an upper hand in thriving through the recovery.
In this discussion, panelists will share:
*This session first aired on February 25, 2021.
Panel
Thursday, February 17
US/Eastern from 1 :35 PM to 2 :10 PM ( 35 mins )
[Closing Keynote] AI Prediction with Human Judgment
Humans make thousands of decisions every day. To make efficient decisions, we employ both prediction and judgment, often without realizing it. However, the rise of artificial intelligence (AI) is shifting one of those ingredients - prediction - from humans to machines. Increasing the speed and accuracy of this function is setting the stage for new decisions. Today, we stand on the precipice of a renaissance in decision-making.
This has profound implications for business and society. Ajay Agrawal, author of the best-seller “Prediction Machines: The Simple Economics of Artificial Intelligence” will break down what AI can and cannot do and explain how this technology can be used to create products and services that delight customers and enhance profits.
Learning objectives:
Main Stage
Engage today's top digital customer experience executives.
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