Join CMSWire's Editor in Chief, Rich Hein as we kick off the DX Summit, "NextGen Customer Service Excellence," and hear from our keynote speaker, Camille Stewart, Global Head of Product Security Strategy at Google.

The pandemic drove more customers online than ever before. Even as the world opens up, this move from brick and mortar stores to increased online engagement means a shift in how companies think about and create customer engagement and personalized user experiences. Users expect more customization while simultaneously wanting to maintain their privacy. Security and tech leader, Camille Stewart, will discuss how to partner with security and product teams to balance curating a tailored customer experience with respecting privacy.

Customers today have two primary expectations when it comes to organizations they engage with: 1) that these companies will provide streamlined and connected customer experiences across all channels, and 2) that they will not only follow privacy requirements, but proactively respect their data privacy. These two seemingly conflicting needs require out of the box strategizing, amazing data governance, and - you guessed it - a flexible and trusted Customer Data Platform.

In this session, attendees will learn:

• What the privacy paradox is that all organizations now face
• Top challenges facing all organizations in providing cohesive and omnichannel customer experiences
• Top 4 CDP use cases
• 3 ways CDPs help bring together successful CX strategies

The world has changed. Your customers' expectations have changed. Your agents' expectations have changed. CX is more of a differentiator than ever before. Technology silos are a disease that have been around for too long and it's time to find a cure to unlock better CX in the new world. During this session we will discuss five trends that will improve CX in 2022, these will be illustrated through two real world examples AXA and La Redoute.

In this session you will learn:

• How customers expectations have changed in the past two years and what to do about it
• The top 5 trends in the CX world to watch this year
• How other brands have differentiated their offering through better CX

Take 20!  Use this time to chow down, and explore the DX Challenge page and links to resources and great information across the Digital Experience Summit hub.  

Looking for real solutions to your digital workplace and hybrid workplace challenges?  Visit our Sponsor Booths!  Sponsor teams and speakers will be available to answer your questions live, schedule a meeting, or simply view their videos, product info and exclusive research.

Touch points occur throughout the customer journey and are essential tools for creating an integrated VoC program. In this panel, we’ll discuss how feedback across channels provides the information necessary for a comprehensive analytics program. In-store, online, and at every support interaction, we’ll learn how touch points are an opportunity to build a complete picture of the customer journey.

Topics may include:

• Real-time listening and data integration across touch points
• Increased customer loyalty through data mapping
• Fulfilling unmet customer needs

Providing customer service in a world where the new normal requires us to become even more digital demands us to rethink the methods we use. Design thinking techniques can help to brainstorm ideas to elaborate a technical roadmap plan to review the way you currently interact with your customers. Using exercises involving stakeholders in discussions about the current and desired states of a given product or service and how customers are supported, these techniques embrace human-centered design and a focus on tangible action items and outcomes. In this workshop, Eduardo Moraes will share Cylogy's experience on helping companies to better interact with their online communities, improve their content publishing processes and build more relevant digital experiences. Specifically: 

• What is Human-Centered Design Thinking
• Which techniques can be used to rethink customer service
• What are the outcomes obtained after a Design Thinking workshop

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.

Traditional quality programs are usually centered around evaluating employees’ performance on calls. But in today’s world—with the explosion of digital channels, an increasing number of compliance laws and regulations, and an abundance of choices for customers—that’s no longer enough. Organizations need a complete, connected Total Quality approach, that includes the customer perspective, across all interactions in all channels to ensure not only a great employee performance and engagement, but also adherence to behavioral compliance policies and ultimately to provide an exceptional customer experience.

In this session you will learn:

• How gaps in traditional quality programs put your business, reputation, and customers at risk
• What Total Quality is and why it’s critical to your business
• Where your organization falls today in the Quality Maturity Model —and how to advance to the next level

Join us as we close out day one of the Digital Experience Summit, "NextGen Customer Service Excellence."

What surprising and unexpected insights can consumer behavior research teach us about designing competitive Voice of the Customer solutions? In this presentation, Professor Markus Giesler will outline some of the latest social science insights into AI-driven experience design. 

Together, we will learn how to:

• Understand the cultural beliefs that shape our relationship with technology pays off. What are the key beliefs and how do they intersect to shape an AI experience?
• Identify the key tensions consumers experience when interacting with AI and some of the best strategies companies can use to address them.
• Design engaging, scalable VoC solutions that are truly greater than the sum of their individual technological, psychological, and cultural parts.

SongDivision's Virtual Happy Hour is more than just a casual online get-together. It’s an hour of nonstop entertainment hosted by renowned musician-MCs, who have worked with international music superstars. In addition to sharing stories about first concerts, memorable songs and albums, we'll take part in a virtual Rock & Roll Game Show putting your music knowledge and talents to the test. 10 participants will be eligible to win $25!

All you’ll need is your computer, decent WiFi , a positive attitude, and your drink of choice. No musical experience or ability is required.

Join CMSWire.com's Editor in Chief, Rich Hein, as we kick off day two of the Digital Experience Summit, "NextGen Customer Service Excellence."

In our everything as a service world, call centers are going through a revolution. Tools like AI and predictive analytics are driving automation and cost reduction. At the same time, they are increasing the complexity of the products and services operators must support. In a world of automation, our operators will often be the first human touch our customers will experience. That means that they will be the only moment to make an unexpected cross sell or upsell and only opportunity to win back a frustrated customer. In an increasingly disruptive world, we need to stop looking at call centers as a cost center and to look at them as a new source of growth. In this powerful talk you'll gain tools to do so!

Frequently Asked Questions (FAQs) are found on many websites to provide precise answers instead of just a list of documents in search results. But they are time-consuming to manually produce, the answers get out of sync with other website content, and they rarely address more than 10% of customer questions. But now we can reduce support calls and automatically generate FAQs using AI.

Join this session to learn: 

• How to improve customer engagement on your website by providing smart answers
• How SmartFAQs can automatically generate content-rich questions and answers from your existing content
• How to stop manually creating answers, duplicating answers, and providing different answers

Take a much needed Wellness Break.  Lizzie from Two-Minute Moves shares her 15-minute at-your-desk workout. Enjoy fun tunes and get your blood flowing and energy going!

In human conversations, we learn by collecting and assessing information -- filtering out which data is most applicable to each interaction. With conversational AI, we’ve learned that technology is trained by the data added throughout the journey. In this panel, we’ll discuss how to provide your virtual assistant with information to help navigate across the human-machine divide.  

Topics may include: 

• Managing privacy concerns for sensitive customer data
• Deciphering the code: creating intuitive programming that adapts 
• Effectively training AI models

Join us as we close day two of the Digital Experience Summit, "NextGen Customer Service Excellence."

The experience humans have with artificial intelligence needs to be one we want to have! Conversational AI today has 3 main challenges: core AI, architecting human experiences and nuances of language. But despite these current limitations, we can take advantage of the potential of artificial intelligence and rethink what is possible. In this riveting talk, Dr. Radhika Dirks brings a fresh human perspective as she discusses the main challenges around humans vs. bots and how to design future conversational AIs. She ties together three unique perspectives to help us build impressive conversational bots: the human experience, linguistics, and as a grand finale-the perspective of the AI itself! 

Key Takeaways:

• Understanding the Future of Chatbots
• Unique perspectives on creating balanced Self Service and RPA with Human Touch
• Novel and practical design ideas for building unique, engaging and highly successful AI