Name: 8th Annual Digital Customer Experience Virtual Summit
Start: 29/03/2022 12:30 PM +00:00
End: 30/03/2022 09:00 PM +00:00

Acquire is a conversational customer engagement platform that empowers companies to deliver exceptional experiences. By simplifying communication across touchpoints and tools, personalizing interactions, and enabling the ability to architect faster and more efficient processes &mdash; people, not channels, are put at the heart of customer service interactions.
Our flexible and scalable software suite offers features including live chat, video and audio calling, AI chatbots, centralized interaction management, and secure cobrowsing equipping teams to solve sales, service, and support issues easily, in real-time, and on any device. Continuously engage customers while minimizing resolution time and redundancy, and rise to the next wave of customer experience.

Acquire

Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value&mdash;where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our leading-edge (XI) technology platform and years of expertise, we ensure businesses understand and own the moments that matter to transform experiences today that deliver the highest business value tomorrow. CX, EX, VoC, AI, TA, ML, NPL, Analytics, Insights and more.&nbsp;

InMoment

Over 2,000 global brands, including one-third of the Fortune 100 companies, leverage the power of Khoros&rsquo; award-winning customer engagement platform to create customers for life. Our innovative enterprise solutions ensure success across digital customer service, messaging, chat, online brand communities, and social media management. Combined with our industry-leading services, Khoros enables brands to connect with customers throughout their entire digital journey.&nbsp;
Khoros powers more than 500 million daily digital interactions and leverages AI to turn these interactions into insights and action. Recognized nationally and locally as one of the Best Places to Work, Khoros has 11 offices globally and Vista Equity Partners is its lead investor.&nbsp;

Khoros

At Optimizely, we're on a mission to help people unlock their digital potential. We equip teams with the tools and insights they need to experiment in new and novel ways. Now, companies can operate with data-driven confidence to create hyper-personalized experiences. Building sophisticated solutions has never been simpler. Learn how we unleash new limits at <a href="https://www.optimizely.com">optimizely.com</a>.

Optimizely

Vanilla provides a one-stop-shop solution that combines the power of customer community, Q&amp;A, knowledge base, and ideation to help brands improve CX and brand loyalty while reducing costs. Since 2009, Vanilla has helped hundreds of top brands provide a great community experience to millions of people around the globe.

Vanilla by Higher Logic

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 5,000 people across the world. Learn more at <a href="http://www.zendesk.com">www.zendesk.com</a>.

Zendesk

Appnovation is a global, full-service digital partner that combines bold ambition with practical action to create customer-first digital solutions. We build purposeful digital solutions that deliver real impact today and serve as strong foundations for future growth.&nbsp;
Through our extensive work with industry-leading global health companies, we have a deep understanding of the entire patient journey. We build engaging, privacy-based digital experiences, and transform your data into actionable insights while taking a global approach to shared services, change management and integrated operations.
Appnovation is an award-winning team dedicated to building better lives through better digital.
Visit us at www.appnovation.com

Appnovation

MaestroQA makes omnichannel quality assurance software for modern support teams. The world&rsquo;s biggest customer-first brands depend on MaestroQA to improve agent performance, unlock business-level insights, and enable amazing customer experiences&mdash;all while improving the metrics that matter like retention, revenue, and CSAT.&nbsp;

MaestroQA

Intercom&rsquo;s modern customer communications platform enables businesses to build stronger customer relationships that drive growth and scale. Intercom offers next-generation solutions for sales, marketing and support teams to deliver in-context, real-time and personalized communications to their customers. More than 25,000 organizations, including Amazon, Atlassian and Lyft Business, rely on Intercom to deliver more personalized, conversational customer experiences.&nbsp;
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.

Intercom

9:00 AM ENTER NETWORKING LOUNGE, CONNECT WITH YOUR INDUSTRY COLLEAGUES
&nbsp;
10:00 AM SETTING TODAY&rsquo;S PLAN FROM YOUR HOST
John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank
&nbsp;
10:05 AM OPENING PANEL DISCUSSION: ACTIONABLE DATA INSIGHTS
HARNESS CX DATA ANALYTICS FOR ACTIONABLE INSIGHTS WHICH DRIVE BOTTOM-LINE RESULTS
Ashley Fitzgerald, Senior Director, Data Science &amp; Analytics, Appnovation
Afshin Ahangar, Vice President, Strategic Custom Insights and Advanced Analytics, AT&amp;T
John Ross, Global Director Customer Partnerships, Former PepsiCo&nbsp;
Moderator: John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank
&nbsp;
10:40 AM INDUSTRY EXPERT: UNIFY, STREAMLINE, CONNECT: HOW TO BUILD BETTER CUSTOMER JOURNEYS
Amrit Dhangal, CEO, Acquire
&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;
11:10 AM CMO POWER PANEL: GET INTERNAL BUY-IN FOR DIGITAL CHANGE
ACCELERATE DIGITAL CX CHANGE: HARNESSING WIDER ORGANIZATIONAL SUPPORT FOR WIDER SUCCESS&nbsp;
Anamika Gupta, Director, Head of Customer Marketing Fujitsu Americas&nbsp;
Keith Myers, CMO for Transportation solutions, TE Connectivity
April Crichlow, Global Chief Marketing Officer, Centrical
Moderator: John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank
&nbsp;
11:45 AM INDUSTRY EXPERT: HARVESTING BETTER DATA
THE UNSTRUCTURED DATA GOLDMINE: TARGET, EXTRACT, &amp; SHARE VALUE &nbsp;
Josh Snider, Director of Product Marketing, Khoros &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;
&nbsp;
12:15 PM SPOTLIGHT SESSION: POWERING UP DIGITAL CX JOURNEY&rsquo;S&nbsp;
ADAPT YOUR CUSTOMER STRATEGIES TO MEET NEW DIGITAL CX: FROM CONSIDERATION AND APPLICATIONS
Kasia Bigda, Marketing and Communications Director, Mr. Lee's Pure Foods Co
&nbsp;
12:45 PM FIRESIDE CHAT: FROM TIKTOK TO TENCENT
CONNECT SOCIAL MEDIA PROGRAMS ACROSS EVER PRESENT MULTICHANNEL PLATFORMS
Emily Evangelista, Vice President of Global Digital, Nu Skin
Moderator: John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank
&nbsp;
1:15 PM NETWORKING BREAK
BUILD RELATIONSHIPS AND VISIT VIRTUAL BOOTHS
&nbsp;Expand your network and exchange expertise with your peers. Take advantage of our intuitive platform to deepen your knowledge and connect with industry leaders and experts.
<ul>
<li>Pose your biggest questions to leading solution providers through one-to-one video conversations or chat.</li>
<li>Join &ldquo;drop-in&rdquo; roundtables in the networking lounge and make connections that last beyond these two days.</li>
<li>Experience live demos and test drive new technology. Source leading-edge content from virtual booths.</li>
</ul>
&nbsp;
2:00 PM CUSTOMER CONTACT CENTRE FOCUS FIRESIDE CHAT: &nbsp;90% &lsquo;WOULD HIGHLY RECOMMEND&rsquo;&nbsp;
DISCOVER MORE FROM YOUR TECHNOLOGY AND TEAM TO TAKE IT TO THEM JOINTLY TO THE NEXT LEVEL
Luis Angel-Lalanne, Vice President, Customer Voice, Global Services, Group, American Express
Dr. Marlene Kolodziej Vice President, Centralized Services, Ricoh USA, Inc
Moderator: Tim Rickards, Managing Director, Content Strategy, Hearsay Systems
&nbsp;
2:30 PM INDUSTRY EXPERT: BUILDING COMMUNITY ENGAGEMENT&nbsp;
CREATING AMAZING, TARGETED DIGITAL EXPERIENCES: SPEAKING DIRECTLY TO YOUR COMMUNITY&nbsp;
Adrian Speyer, Head of Community, Higher Logic
&nbsp;
3:00 PM SPOTLIGHT FIRESIDE CHAT: GLOBAL WEBSITE DESIGN AND DEVELOPMENT&nbsp;
DRIVING AN INTERNATIONAL INNOVATION STRATEGY: GROWING YOUR PRESENCE ACROSS SALES, BRANDS AND BUSINESSES&nbsp;
Kit Booth, Senior Manager, Digital Client Experience - BDO Global Office
Moderator: Tim Rickards, Managing Director, Content Strategy, Hearsay Systems
&nbsp;
3:30 PM KEY TAKE-AWAYS AND SUMMARY FROM YOUR HOST
John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank
&nbsp;
&nbsp;
3:55 PM NETWORKING EXTRAVAGANZA AND VIRTUAL HAPPY HOUR!&nbsp;
&nbsp;
4:25 PM CONFERENCE DAY 2 ADJOURNS

John Oxford

Ashley Fitzgerald

Afshin Ahangar

Tim Rickards

John Ross

Anamika Gupta

Keith Myers

April Crichlow

Kasia Bigda

Luis Angel-Lalanne

Dr. Marlene Kolodziej

Kit Booth

Adrian Speyer

Amrit Dhangal

Josh Snider

8th Annual Digital Customer Experience Strategies  Virtual Summit - Day Two - All Sessions

Harness CX Data Analytics for Actionable Insights Which Drive Bottom-Line Results
The challenge now is transforming the data into intelligence that drives competitive advantage and smarter day-to-day business decisions. Thrive in the emerging digital economy by developing a strategy to exploit the new wave of data analytics. Walk away with an action plan to:
<ul>
<li>Leverage and listen to CX data to build accurate customer profiles which capture their needs</li>
<li>Useful data strategies which combine consumer insights across your channel mix and develop new experiences for shoppers</li>
<li>Explore agile and service design programmes which can benefit CX</li>
</ul>
Map the touchpoints of CX and translate insights into creative and innovative customer experiences
Ashley Fitzgerald, Senior Director, Data Science &amp; Analytics, Appnovation
Afshin Ahangar, Vice President, Strategic Custom Insights and Advanced Analytics, AT&amp;T
John Ross, Global Director Customer Partnerships, Former PepsiCo&nbsp;
Moderator: John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank

OPENING PANEL DISCUSSION: ACTIONABLE DATA INSIGHTS

The right technology matters when it comes to delivering exceptional customer service. But determining what exactly your business needs to enhance the customer journey on your own can be tough.&nbsp;
Here we&rsquo;ll discuss how to build a tech stack that will help you take a proactive approach to service, simplify workflows, and impress your customers. This best practice session will cover how you can:&nbsp;
<ul>
<li>Implement self-service tools for faster, more convenient support</li>
<li>Unify customer communication across all channels and eliminate information silos</li>
<li>Collect and analyze valuable insights from customer data to anticipate behavior in real-time&nbsp;</li>
</ul>
Amrit Dhangal, CEO, Acquire

INDUSTRY EXPERT: Unify, Streamline, Connect: How to Build Better Customer Journeys

Accelerate Digital CX Change: Harnessing Wider Organizational Support for Wider Success&nbsp;
Great CX requires a companywide customer-centric mindset and its continuous improvement requires cross-functional commitment. Enable exciting, multi-level internal support for full digital CX engagement
Create an employee engagement plan to:
<ul>
<li>Empower team members and creating impetus and energy around digital marketing</li>
<li>Blend technology with culture, teams and multichannel, multi-national CX</li>
<li>Make digital engagement more fun! How to get an amplified digital CX strategy&nbsp;</li>
</ul>
This blue-sky session demonstrates what digital CX looks like when combined with internal employee engagement.
Anamika Gupta, Director, Head of Customer Marketing Fujitsu Americas&nbsp;
Keith Myers, CMO for Transportation solutions, TE Connectivity
April Crichlow, Global Chief Marketing Officer, Centrical
Moderator: John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank

CMO POWER PANEL: GET INTERNAL BUY-IN FOR DIGITAL CHANGE

The Unstructured Data Goldmine: Target, Extract, &amp; Share Value&nbsp;
CX teams are buried in unstructured, seemingly useless data &mdash; and most are stuck panning for insight gold with small scale tools and tactics. This session will equip you with heavy machinery to harvest the most value from the mountains of data at your fingertips. Develop a heightened awareness of data:
<ul>
<li>Why unstructured data is your biggest untapped resource</li>
</ul>
<ul>
<li>How to target the right data sources, with the right ingestion tools</li>
</ul>
<ul>
<li>When to democratize insights to drive coordinated action&nbsp;</li>
</ul>
Embrace data to improve digital customer experiences
Josh Snider, Director of Product Marketing, Khoros &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;

INDUSTRY EXPERT: HARVESTING BETTER DATA

Adapt your Customer Strategies to Meet New Digital CX: From Consideration and Applications
As we hurry to move to digital tools and competitive CX, many organisations are overlooking the end goal.
Avoid the digital departmental &lsquo;silo&rsquo; effect. &nbsp;Take away practical tips to avoid a siloed focus on individual touchpoints and:&nbsp;
<ul>
<li>Match global goals with a friction-free experience</li>
<li>Examine new digital tools of integrated voice search, sampling, email, affiliate marketing</li>
<li>Test your findings</li>
</ul>
Develop a digital CX strategy to be seen as &lsquo;punching above your weight&rsquo;
Kasia Bigda, Marketing and Communications Director, Mr. Lee's Pure Foods Co

SPOTLIGHT SESSION: POWERING UP DIGITAL CX JOURNEY’S 

Discover More from Your Technology AND Team to Take it to Them Jointly to The Next Level
In times of crisis, a customer&rsquo;s interaction with a company can trigger an immediate and lingering effect on sense of trust and loyalty. Discover which of your rapidly deployed Contact Centre value tools that can build enhanced loyalty and drive growth in the future. Take-away a stronger future CX score:
<ul>
<li>Transitioning from call centre to a 360-degree customer-centric sales &amp; service organisation</li>
<li>NPS and tools to measure negative customer feedback&nbsp;</li>
<li>The importance of automation &amp; efficiency improvement in all areas: including call quality assurance</li>
<li>The human experience: set-up steps to mirror changes in society and consumer demand</li>
<li>Which customer behaviors are here to stay and which solutions should you be retaining long-term</li>
</ul>
Improve how you measure contact centre CX through the eyes of customers
Luis Angel-Lalanne, Vice President, Customer Voice, Global Services, Group, American Express
Dr. Marlene Kolodziej, Vice President, Centralized Services, Ricoh USA, Inc
Moderator: Tim Rickards, Former Marketing Director, Activation and Engagement, Charles Schwab

CUSTOMER CONTACT CENTRE FOCUS FIRESIDE CHAT:  90% ‘WOULD HIGHLY RECOMMEND’ 

Creating Amazing, Targeted Digital Experiences: Speaking Directly to your Community&nbsp;
Creating a powerful community for your brand can have an important impact in differentiating you from your competitors. However, to really stand above your competitors, it's about creating amazing customer experiences and exceeding customer expectation. The key is creating a community that provides rapid value realization, education, adoption and advocacy. Take back best in class strategies and learn how to:
<ul>
<li>Create community personas beyond marketing &amp; sales</li>
<li>Place community deep into your digital footprint</li>
<li>Link segmentation and customer lifetime value assets for better community strategies</li>
</ul>
Discover techniques to connect the dots between the customer journey towards communities of impact
Adrian Speyer, Head of Community, Higher Logic

INDUSTRY EXPERT: BUILDING COMMUNITY ENGAGEMENT 

Driving An International Innovation Strategy: Growing Your Presence Across Sales, Brands And Businesses&nbsp;
Having a cohesive, dynamic and attractive global website presence, is an increasingly important goal. &nbsp;Advance your digital journey to support speed and customer engagement of website design. &nbsp;This session was highly requested in our research. Find out the do&rsquo;s and don&rsquo;ts of website design:
<ul>
<li>Search engines and how they work across different markets</li>
<li>Website localization &ndash; why you need it?</li>
<li>Connecting with local social media: B2B and B2C social media use</li>
<li>Measuring success &ndash; ROI with polls and surveys&nbsp;</li>
<li>Catch up with the big players in the race for best in class online CX</li>
</ul>
Kit Booth, Senior Manager, Digital Client Experience - BDO Global Office
Moderator: Tim Rickards, Former Marketing Director, Activation and Engagement, Charles Schwab
&nbsp;

SPOTLIGHT FIRESIDE CHAT: GLOBAL WEBSITE DESIGN AND DEVELOPMENT

Hear key insights and take-aways from the conference overall
John Oxford, Amazon Best Selling Author, Co-host of the Marketing Money Podcast I SVP and Director of Marketing for Renasant Bank

Video Archive

Speakers.css-1f6omqm{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#5d5d5d;font-family:'Poppins',sans-serif;margin-left:0.8rem;}36 Speakers

Kobi Ben Ben Meir

Ajit Sivadasan

Sherri Schwartz

Pratik Shah

S. Marik Brockman

Josh Bean

Vasu Prathipati

Jared Finegold

Deane Barker

Stuart Beame

Lauren Flanigan

Alec Dalton

Kate Whalen

Katrina Schiedemeyer

Kamesh Moola

Tyler Ferguson

Jennifer Davies

Lori Pon