Deepak will share how Mars is using data analytics to engage today’s consumers in new and innovative ways, how Mars is using AI and machine learning to create consumer journeys and Omnichannel experiencee and how Mars recruiting and retaining today’s top tech talent to put all of these ambitions into action.

A huge part of providing a great customer experience is making sure that CX is ongoing and focused on keeping your existing customers, rather than just attracting new ones.
Recurring customers are more valuable than new customers. Studies have found that it costs five times as much to attract a new customer as it does to keep a new one, so it’s definitely worth putting in the effort to keep your customers happy. Loyal customers also help to increase the reputation and awareness of your brand as they’ll talk about your company and products with their friends and family. Happy customers make great (and free!) brand ambassadors and influencers.

With the major global shift in how we all live, work and communicate in a post pandemic world, connecting with, inspiring, empowering and training your staff to be your future superstars has become harder than ever. With employee attrition rates at an all time high and customers preferring virtual communication over physical meetings, how can your organization gain competitive advantage in this new hybrid working environment? Join this session with Jugo's Chief Customer Officer Stephen Gee to learn how some of the most progressive and exciting brands are unlocking the potential of their hybrid workforce, building powerful connections with their staff and customers to grow revenues and build growth.

How can we create hit on a holistic strategy to transform customer experience, drive sales growth and strengthen customer loyalty?

Companies are investing heavily in trying to personalize the customer experience, accelerate sales growth, and build longer-lasting customer relationships. We’re seeing an ever-expanding range of digital solutions marketing stacks loaded with “best-in-class” point applications. But there’s a problem: each solution has its own unique “brain”, data model, interface and understanding of the customer. They weren’t built to work together and can’t adapt quickly enough to keep pace with changing customer needs.
Customers are expecting seamlessly connected experiences through an omni-channel approach - whenever and wherever they want that experience. Unfortunately, today’s point to point approach is not sufficient to meet the needs of the customer. Days of broad based segmentations, pre-scored offers, and reactive engagement are in the past. They rely on inflexible campaign tactics, broad-based segmentations, and pre-scored offers. Their stack can’t support the kind of relevant, meaningful engagement required to outpace competitors.
Instead of driving loyalty, these ‘solutions’ do the opposite – they interrupt and distract, driving customers away – which compromises customer loyalty, cripples NPS, and leaves billions of dollars in value on the table.
So, how can we drive 1-to-1 customer experience without succumbing to these challenges? How can we envision a path forward to deliver outstanding customer service holistically?

•Based on the current trends you’re observing, how are you currently trying to transform customer experience, and accelerate growth?
•What are current challenges preventing you from having a holistic view of your customer? (i.e. How do you manage, and action your data across your channels? How are you organized to successful pursue this digital transformation?)
•How do you activate your transformational goals across other areas of your organization to gain buy-in and support at scale?
•How do you measure that every investment that you make in delivering elegant solutions to drive exceptional client experiences is making an impact?
•As client experience transformations are generally multi-year endeavors, how do you fund these initiatives and manage the capacity?

Our customers have changed. 2020 and 21 saw the acceleration of changed needs, expectations, and behaviors, defining a reimagined relationship between companies and their customers.
Leaders globally know that a more unified approach to all aspects of our organization’s digital sales, marketing, loyalty, and experiences is imperative and our MarTech stack has never been more important to enable the omnichannel experiences we must deliver.

•How are the expectations of your customers changing? And how are you evolving your digital strategies and practices to meet those new expectations?
•How are you developing your data strategy to meet expectations for the highly targeted digital marketing and deeply relevant digital experiences that consumers desire? Can you articulate the maturity of your CDP and data analytics relevant practice relevant to achieving this?

Many industries, for example retail and healthcare, have seen a shift to the expectation that the online and offline experience is somehow connected or even seamless. We have seen, for example, retail and healthcare using BLE beacons to identify when customers or patients are onsite. Do you see that in your industry, and if so, how are you working to address it?

•How are you realizing benefits in both the bottom line and client experience?
•How to do you measure the impact of your improvements to customer experience on sales?
•How are proving out the ROI when the sales cycle is long and/or the experience cannot be linked to a sale?

The pace of change across business and industry is ceaseless. To gain advantage and sustain growth requires every organization to transform where and how they deliver value to customers. Technology underpins the human experience, and is essential to attracting, building trust, and earning loyalty from customers. Every decision has a downstream impact on a customer, employee, or partner. The stakes are simply too high, and the potential too great, to get it wrong.
Designing your business to understand and adapt to customer needs and building it to operationalize change quickly requires a platform and strategy that can align your business strategy, data, processes, and technology infrastructure to confident decisioning that keeps you ahead of the market. So, where do we start?

•How convenient is it for customer to reach you?
•How can customers engage with your brand in the time and ways that matter to them?
•How well do you understand your customer?

CX practice often focuses on reducing friction which is only one piece of the equation. In this session we’ll explore the other side of the equation, reducing customer effort. Learn how Party City has accelerated growth through reducing effort in its online shopping journey, customer service center and in adjacent categories of the business. Leave with an understanding of ways to identify effort, build effortless solutions, and measure outcomes.

Make no mistake, we are well past the emergence of digital in the customer service landscape, it is now a common denominator for nearly everything we do. Consumers are connecting via a variety of channels, on a variety of applications and across an abundantly diverse landscape of devices. Some of those engagements are real-time, others are not. What continues to grow are the customer expectations for a seamless and frictionless experience. Delivering that experience can simply not be accomplished with legacy outdated contact center technology. Contact centers have emerged as the nucleus of the customer journey, customer insights and delivering capabilities to a digitally fluent customer base that are looking to resolve issues themselves without the need for human engagement. Join, NICE CXone’s Brian Mistretta for a discussion on what this new customer journey looks like and how solutions like NICE CXone are making it possible to meet and exceed customer expectations in today’s market.

We live in uncertain times. Technology changes very rapidly. Businessmodels evolve almost overnight. To top it off, we are in the midst of a global COVID-19 pandemic which changed how people interact with each other and with businesses on a daily basis. Some of the most hotly debated topics in business circles are about whether the pandemic has changed customers’ needs, behaviors, and attitudes for good or whether there will be a return to a pre- pandemic “normal”.
This time of uncertainty is dominated by the rise of big data, data science, machine learning, and algorithms. On the other hand, many businesses strive to create customer loyalty and increase Customer Lifetime Value (CLV) by creating products and services which are personalized, tailored, evoking emotional connections with customers.
In this talk I will try to convince you that these two trends -the fascination with big data, statistical averages, and algorithms, on the one hand, and the quest for cultivating lasting customer loyalty
based on positive emotional experiences, on the other - are in opposition to one another and create inherent tension. This tension needs to be resolved by any business which wants to win the hearts and
minds of the customers of today and tomorrow. In other words, businesses cannot create products and services that result in remarkable customer experiences and cannot hope for meaningful customer loyalty until they understand and treat customers as people instead of just numbers.

What you will learn:
•The role of customer trust in loyalty and customer lifetime value
•How to build your own VOC program
•Busting some common customer-related myths
•The Zappos journey to give customers a voice
•Lessons learned

With all this free data you receive from your customers, (feedback, complaints etc) how are you leveraging this to improve your customer experiences? Join this panel discussion to understand which tools, processes and strategies are being implemented to better CX through different data channels.

How CX data inspired a new consumer digital journey from inception to engagement.

An engaging discussion on ensuring the customer is at the forefront of the brand's decision making. Listening to the customer to understand their mindset to evolve to meet their needs. The discussion will also address looking around the corner for what may next for a customer that aligns with the brand's core equities to create an emotional connection to keep her wanting more from your brand. We will discuss the customer connection in which the brands need to lead with humility, authenticity, and compassion creating an aspirational connection.