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.

Today's businesses are operating in a highly dynamic environment. They need to remain laser-focused on their core priorities, while building resilience and agility into employee and customer experiences.

In this session, you'll learn how Freshdesk helps companies:

• Power smarter conversations
• Personalize experiences
• Grow their business

Spending on customer experience continues to increase, but where are organizations investing? In our new 2022 State of Customer Experience Technology Report, we uncovered some critical trends to help contact center leaders develop plans for transforming how their contact centers engage with customers across all channels.

Topics covered in this webinar include:

• Digital channel usage is increasing, but which channels are the most trusted?
• AI spend is up and steadily increasing, but execution is lagging. What’s the disconnect?
• Is omnichannel still a focus for organizations?
• How can WEM help enable optimization across digital customer experiences?

Customers have multiple channels to interact with organizations: self-service via websites, mobile apps and kiosks, and agent-assisted over the phone or in-person. While these channels vary widely on the surface, they often result in similar outcomes for the customer, and may even converge behind the scenes. Adopting a unified mindset to experience across these channels is a key to overarching improvements in CX.

Topics will include:

• What is a “customer”?
• Should you expand your field of view to include “customers-by-proxy”?
• For modern services, how do different channels converge and why does that matter?
• How do you balance rigid technical telemetry with subjective human experience?

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.

VoC is an evergreen topic --and for good reason! Implementing the needs and wants of customers should be top priority for every organization interested in brand growth and customer experience. With the growing relevance surrounding the term, how do we use the data we have to support those in the frontline? In this panel, we’ll learn how to align Voice of the Customer with Voice of the Employee to provide workers with the data they need when they need it the most.

Topics may include:

• How to determine key data points along the customer journey
• Programs and tools that align VoC with VoE
• Insights for personalized customer experiences

As a new player in a competitive market, online pharmacy DiRx needed to win over customers from its larger competitors. By leveraging digital experience analytics to better understand and help acquire new customers, DiRx has revolutionized the way customers are engaging with their pharmacies. Attend this session to learn:

• The three pillars of outstanding digital customer experience and how to align organizational goals around them
• Digital experience best practices throughout the customer lifecycle
• How DiRx is using digital experience analytics to increase customer acquisition, satisfaction and loyalty

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.

This session will teach you how to unlock the One Workforce Advantage to break down silos and empower your teams across your enterprise, resulting in streamlined, positive and impactful experiences for both your employees and your customers.

Attend this session to learn: 

• The concept of One Workforce and why the approach is so critical now
• Understand how One Workforce creates and supports a unified front across your entire enterprise
• Realize how a One Workforce unified front affects and impacts your customer journey experiences

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.

Learn to use laughter as a tool! Embrace the proven psychological and physiological benefits of hearty laughter. Become more relaxed, promote great relationships and connectivity, take more emotional control, and consider ways to incorporate joy and laughter into your team dynamics and customer experience.

This live, interactive session will start with the science of laughter and understanding stress, followed by a fun laughter tour and warm-up. You’ll be guided through various activities! Be ready and bring:

• Water to lubricate your laughter cogs and stay hydrated.
• Loose clothing to move and flex easily.
• A willingness to laugh and an open mind to appreciate the benefits.

By the end of the session your positivity and mood will be fully refreshed, and you’ll walk away with ideas on how to embrace laughter with friends, family, teams and customers.

Amid a rapidly changing world of MarTech, the practice of marketing operations holds promise to apply structure over chaos. But not everyone agrees on best practices for marketing operations, and within large enterprises especially, marketing ops leaders and teams can become hopelessly stretched by competing demands.

Join Real Story Group founder Tony Byrne as he briefly lays out some marketing ops lessons and patterns shared by RSG’s MarTech Stack Leadership Council. Tony will then interview a council member who leads a marketing ops team at a global hospitality firm to find out how they are addressing the challenge.

Amid a swirl of competing cross-currents, some marketing ops patterns are emerging. Come find out what they are.

Storm clouds are on the horizon when it comes to how to successfully and securely leverage the power of customer data. What are marketers to do when third-party cookies are no more? First-party data to the rescue! Join Tealium’s Director of Product Marketing, Matt Parisi, in this lively discussion and learn how to:

• Apply 3 key mandates to your CX initiative
• Shift your data strategy from third-party to first-party
• Leverage key MarTech to power more comprehensive marketing campaign

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:

• How to build a more human AI interface
• What Does the AI-Powered Journey look like
• How to increase customer satisfaction metrics at each touch point

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.