Today, customer experience is more important than ever. A recent survey highlights that only 13% of customer experience leaders feel their organization can effectively take action in real or near-real time.* In the days since the COVID-19 peak, organizations have had to more fully embrace meeting the customer where they are, be that through a digital front, through traditional voice customer service, or across a suite of omni-channel services. Embracing customer centricity is built upon a foundation of knowing those customers across a multi-channel experience.
Organizations must bridge the gap between implementing a personal, customized experience, while at the same time maintaining a personal connection to the customer and their evolving experience. This allows organizations to meet the customer where they find themselves, and according to their preferences. This means capturing those most important experiences across a suite of mobile, via online experience, and by way a more personal human experience.
A common data fabric, backed by a common data layer across systems and channels allows for a personalized customer experience. This fabric centralizes customer data across many channels, and creates a unique, customized experience that can in turn be shared through mobile, online or more personal interactive experiences. This allows organization to know their customer, create a personal experience for them, and at the same time scale that experience across an entire customer profile.

A recent Customer Engagement review from Braze highlighted an interesting outcome – 98% of companies that ranked their customer engagement efforts as excellent or good exceeded their revenue goals. Of those that didn’t, only 65% met revenue goals. While some of this increase can likely be tied to a recovering economy, that doesn’t negate the impact that a deeper focus on customer engagement can bring. COVID-19 drove big shifts in consumer behaviour, so brands who have worked to embrace true customer centricity are well-positioned to see the bulk of those revenue gains going forward.
With this in mind, how do brands bring together valid insights such as customer habits and history to create a truly personalised experience for each customer? How can brands create a robust cross-channel strategy to deliver the right message at the right time to get full benefit of customer engagement?

With statistics showing over 50% of consumers will shift to another brand if companies don't routinely anticipate their needs, there is a need for you to predict customer needs and arrest potential problems before they become major complaints. The major goal of proactive customer experience is to foresee the kind of help customers may require before they even ask. This enables teams to solve potential issues at source in a timely and efficient manner that guarantees an excellent customer experience. Besides, a brand needs to minimize inconveniences in every possible way and keep customers abreast of the kind of actions being taken to address their issues. In a nutshell, there is a need to create awareness by ensuring there is a free flow of information from the company to the consumer to help change potential negative experiences into positives.

•How can you identify and determine repeat occurrences that impacts and hampers the customer's journey?
•How can you evaluate potential techniques to improve existing procedures and predict and pre-empt potential problem areas?

Customer experience is now a well-regarded and rewarding career, especially when companies integrate systems that allow for collaboration between humans and machines. Recent studies reveal that 79% of contact center leaders plan to invest in greater AI capabilities within two years. With the recent massive customer service disruption due to COVID-19, live chats, emails, and phone calls are now indispensable tools that will improve customer experience. Furthermore, automation is now the new normal regardless of your industry. If you don't embrace automated approaches, you will likely be left out sooner rather than later. Recent data reveals that 90% of companies report that they are planning to deploy AI by 2022. This means that nearly 40% of all customer interactions will be automated through AI and machine learning. As technology delivers more convenience to our daily lives, virtual assistants such as Alexa and Siri will continue to optimize interactions your brand has with customers.

•How can you implement an automation solution that enables you to train, monitor, and manage your virtual assistant?
•What are the future of customer service trends, including AI and virtual agents for customer service?

Investing in customer retention and loyalty rather than acquiring new ones is a proven business strategy. Customers can be retained for 7 times less money than new ones, according to a well-known statistic from Bain and Company. Additionally, companies that increased their spending on customer retention over the past 1 to 3 years achieved a 200 percent higher probability of increasing their market share!

Customer experience is a concept that has been around for generations. Yet, companies still struggle with delivering exceptional customer experiences that are impactful not only to the client but to the bottom line. Recent studies reveal that 80% increase in revenue occurs when businesses improve customer experience. In fact, surveys indicate that 73% of customers agree that great customer experience drives their purchasing decision AND 86% of customers say that they are ready to pay more if it means getting better customer experience. Those statistics are hard to refute. With more micro services architecture, digital solutions, data analytics and AI, driving impactful experiences are within reach. If you factor in the accelerated rate of change in consumer preferences, staying viable requires continuous investment in digitization. Otherwise you will be left behind and become irrelevant. As technology delivers more convenience to our daily lives through smart phones, virtual assistants, Next Best Actions (NBA), etc… our interactions with customers have the ability to become life altering.

•How can you leverage technology to drive not only exceptional experiences but drive the growth of your business?
•What are the future trends in client experiences?

CXone empowers your business to take the next leap in customer experience to intelligently meet your customers wherever their journey begins, enable resolution through AI and data driven self-service, and prepares agents to successfully resolve any customer needs event. CXi is a comprehensive approach to bridge the gap between today's consumer expectations and organizations' delivery of extraordinary experiences.

Jewelry is still in early days of frictionless shopping, but Signet Jewelers is at the forefront. Five years ago, the conventional wisdom was that consumers would not buy fine jewelry online. However, Signet began investing in Connected Commerce almost four years ago and today already two-thirds of their customers use it within a single purchase.
The company firmly believes Connected Commerce is the clear future of retail and has worked to create a seamless shopping experience; enabling their consumers to interact wherever and however they want, and it’s driving growth. They have established the physical footprint, digital strengths and supply chain efficiency to provide shopping journeys that cross channels. Now Signet is taking it a step further and expanding their capabilities to combine a human and tech interactive experience.

Customer obsession isn't a new philosophy. Well established as the secret to Amazon's massive success, both B2B and B2C companies have started to make customer-centricity a key ingredient in their strategies and objectives — and this makes sense. Customer-centric companies have proved to be more successful.
But in the new era CX has changed. Customers now want greater ease of purchase, wider exposure to digital means, service and delivery at the comfort of home. How can businesses respond to this and how can you stay ahead of the curve with the pace of change ever increasing?

Recent U.S. tax and policy changes have provided incentives for businesses to make tax-free contributions for health insurance premiums to allow employees to shop for individual health insurance coverage, analogously to 401(k) pension plans 40 years ago. As a result, this will produce a new cohort of consumers who will have new needs and demands for information and data which will change how consumers purchase coverage and how providers will need to provide clinical quality data

Customer expectations have never been higher. Now, customers are comparing your brand to the best service they’ve ever received, not just in your industry, but across all industries. How can you ensure that every customer interaction hits the mark?
Invest in the customer experience. According to Forrester, improving CX by one point can lead to more than $1 billion in additional revenue. At a time when the economy is uncertain and inflation is on the rise, it’s more important than ever to protect your bottom line.

Join this session to learn:
•How technology can help deliver outstanding CX
•Proven strategies to empower agents with AI & automations
•How to scale faster with lower TCO
•Demo of how technology can drive outstanding CX