Can’t Miss Sessions London’s CX Conference 

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The 7th Annual Customer Experience Conference, in London, will be held on February 23 2022

This year, the annual customer experience conference is set to take the form of a physical event. This event will bring up new case studies and innovations, three interactive panels which will include customer behaviors and expectations, employee buy-in, changing cultures and omnichannel success; along with six informal peer discussions which will include COVID lessons learned, B2B vs B2C customer experience, employee and customer experience, diversity and inclusion, multichannel complaint handling, and CX on a budget.

Here’s our pick of the five sessions marketers must look forward to;

Digital Integration & Innovation

Ilko Batakliev, Global Head of Experience Design, HSBC will share insights on understanding what today’s customer expects from online for a dedicated, personalized online experience, unlock new digital opportunities to design richer, more immersive, and personalized customer experiences, and which robust digital engagement strategies encourage positive engagement for meaningful, long-term relationships?

Stay Ahead In 2022: Killer Apps For Speech & Text Analytics

Join Ed Creasey, Director of Presales International, Calabrio as he shares 12 use cases and case studies that show how to deliver value quickly and sustainably with Interaction Analytics within your contact center- to keep your organization ahead of your competition. Let Ed show you how to use data within the analytics program to deliver fast results; how integration and governance set you up for success; how analytics pipeline management can prioritize when you invest your time and get ROI; and how to combine Analytics with your existing Business Intelligence, Quality Management, Customer Survey, Training and Coaching Programs.

The Future of CX

When dealing with volatility, uncertainty, and change, what does that mean for your brand and CX? Hear from Ronan Gay, Head of Digital, Black Tomato, about which customer-centered programs are here to stay to drive commercial success all year round and understand what the recent pandemic and resulting market downturn taught us for adaptive and agile customer strategies.

Loyalty & Retention

This session with Claire O’Grady, Senior Customer Experience Manager, Musgrave Retail Partners Ireland, will highlight how businesses have adapted to the pandemic through online shopping whilst ensuring offline users were not forgotten. And top tips to ensure high retention rates and encourage repeat business even in times of uncertainty.

Blended Customer Journey

In the light of the COVID era, the customer journey needs refreshing. – What are the impacts on different ways of working? Sharon Millard, Head of Contact Center Operations, Halfords will talk about how brands are using customer insights to reshape end-to-end customer experiences and differentiate customer journeys amongst competitors, and it means for customer service in a hybrid world.

For more information- The Customer Conference