•Built a digital offering during the pandemic within 4 weeks
•Post pandemic rapidly adapted the product for the customers changing needs to ensure continued usage and growth
•Experimented with digital and operations to achieve both customer experience success and the company KPIs
•Are now achieving and maintaining one of the highest digital adoptions in the industry
•Plan to grow the product through customer experience leading the direction of the digital product

A recent Customer Engagement review 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. 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!

•How building an internal customer insights academy and an ethnographic research program helped to address identified barriers of consumer centricity
•Creating 360 Video content recorded at customer homes to enable a deeper level of customer immersion
•Designing and hosting Virtual Reality sessions to increase customer empathy

Between an increased adoption of rich mobile messaging, the rising dependence on services like Amazon Prime, and the pandemic-induced expectation that everything can be accessed from the comfort of one’s home, there’s no question that customer expectations have become more challenging to meet.
Consumers want convenience, responsiveness, and personalised interactions⁠—but brands are failing to adapt to the mobile world and end up delivering broken CX experiences.
In this talk, we will experience what it looks like when brands get it right. We will cover practical examples and learn what it takes to start developing your own experiences.

It is obvious that those companies who focus on Consumer Experience in many ways are more succesful in modern business reality vs Product and Technology centric. As a result many traditional organizations set up their plans to transform their business towards Consumer centricity. At the same time experts say "Quality of External service never can exceed quality of Internal service" and numbers say that every 1 pp in employee loyalty growth ends up in 1.25 pp Consumer loyalty growth with obvious positive 0.8pp impact on revenue. Valid questions are "what Consumer Centric organization is? What does it take to become Consumer centric organization? How Consumer experience connected with Employee experience? How we can measure and continuesly improve employee 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?