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, August 17
US/Eastern from 11 :00 AM to 11 :40 AM ( 40 mins )
[Welcome and Opening Keynote] AI, Insights and Conversations In the New Machine Age
Artificial intelligence, big data, and deep learning are going to change the way we work, live, and love. Predictive tools and machine learning neural networks have the capability to not only take on routine tasks but to tackle bigger problems. In this talk, Morey talks about the new challenges and opportunities awaiting businesses who take advantage of these new tools.
Main Stage
Wednesday, August 17
US/Eastern from 3 :00 PM to 3 :30 PM ( 30 mins )
[Closing Keynote] Harnessing AI Ethically for an Effective, Personalized Customer Experience
In the new digital age, consumers are choosier than ever and spoilt for choice. Often one great – or poor - experience can be the make-or-break factor that determines who customers choose to do business with, and whether or not they remain customers for life. Given this changing business landscape, how can businesses take advantage of the latest tools and techniques to determine what it is their customers require or desire, and subsequently deliver it time after time?
In this session, Katie King, author and consultant on artificial intelligence (AI), will share how businesses can harness the power of technology to create memorable experiences, connect with their audiences, and gain the competitive advantage. Katie will draw on the content from her latest book to deliver this powerful, pragmatic and highly topical session.
Main Stage
Thursday, August 18
US/Eastern from 12 :05 PM to 12 :35 PM ( 30 mins )
[Discussion] How AI Is Evolving the Customer Experience
AI promises to provide us with information that can transform the interactions we have with our customers. At every touch point, brands now have the opportunity to gain valuable insights on the individual needs and pain points of their consumers. In this panel, we’ll learn how to provide intuitive and personalized connections using AI.
Topics may include:
Main Stage
Thursday, August 18
US/Eastern from 12 :40 PM to 1 :15 PM ( 35 mins )
[Closing Keynote] The CX and EX Link: The Case for Greater Revenue Growth through Strategic Alignment
Research has long established the link between customer experience (CX) and revenue generation. But the situation is more nuanced—and more interesting—than that. CX is in fact locked with employee experience (EX) in an intricate relationship in which one depends on the other to gain maximum results. The fact is the fastest way to get your customers to love your brand, is to get your employees to love their jobs.
In today’s work from anywhere environment, collaboration and communication have never been more important. We must prioritize the human element of business and find ways to stay closer to our employees and our customers in an engaging and meaningful way. One way is to challenge your organization to reimagine what work can look like – and how becoming an employee first, customer-centric organization will help ignite more focused growth.
Main Stage
Engage today's top digital customer experience executives.
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