Customer Connections: Brands, Processes, and Creating Empathy at Scale
Thursday, June 10, 2021 @ 2:00 pm ET
One of the more important lessons organizations learned in 2020 was that customer experience is perhaps the most important challenge when it comes to building a brand, driving revenue, and maintaining a competitive edge in a business environment that has changed dramatically. This is true for both the consumer and business-to-business markets, as customers make purchase decisions based on engagement experience and partnerships with B2B suppliers are re-evaluated. While having the right technology solutions are key, an organization’s focus on people, culture, product or service relevance, and the effective use of data intelligence will ultimately determine who wins and who loses in the battle for customer mindshare.
This session will focus on such key trends as customer self-service, transparency in customer service, creating hyper-personalized experiences, and building connections with customers through technology and engagement soft skills. Taking part in the discussion will be a panel of IT leaders who are skilled at customer experience tactics, sharpened and amplified as pandemic and economic recovery continued in 2021.