Name: CUSTOMER EXPERIENCE DIGITAL TRANSFORMATION SUMMIT 2021
Start: 16/09/2021 01:00 PM +00:00
End: 22/09/2021 09:00 PM +00:00

Acquire is a conversational customer engagement platform that empowers financial service providers like Elevate, Paysafe, and Loan Monkey 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

Zendesk is a CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to start-ups, we believe that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition. &nbsp;Zendesk serves more than 150,000 customers across hundreds of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates 17 offices worldwide. Learn more at <a href="http://www.zendesk.com/">www.zendesk.com.</a>

Zendesk

Airkit simplifies how real-time customer experiences are made, with a low-code Digital Customer Experience platform that integrates with existing systems. This turns any team into builders of digital journeys that truly engage customers.

Airkit

Gain insight into today&rsquo;s sessions so you can get the most out of your experience and maximize your value.&nbsp;
Jim Tincher, Mapper-In-Chief, Heart of the Customer

Jim Tincher

Welcome from your Host

Focus on Customer Loyalty
In a fast paced digital world, maintaining customer loyalty is crucial, more than ever before. Learn how BMO&rsquo;s approach towards customer experience is helping in gaining customer loyalty. Create a roadmap to:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; How to adjust to the new human + digital changes
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Transforming learning to tangible progressive plans
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Adopt best practices for better customer experience
&nbsp;
Create personalized and relevant experiences to develop brand connections and ultimately brand loyalty
&nbsp;
Manisha Burman, Head, Workforce Strategies and Client Experience, Personal, Business Banking, Wealth Distribution, BMO Financial Group
Moderator: Jim Tincher, Mapper-In-Chief, Heart of the Customer

Manisha Burman

FIRESIDE CHAT: BMO FINANCIAL GROUP

Digital Transformation and Employee Experience during the Global Pandemic
The global pandemic has had an immense impact on organizations around the world, transforming how they connect with their employees and customers. Learn how the transition to digital during work from home was handled by Medela. Get insights how to:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Manage and engage teams internally to achieve the joint goal of positive customer experience
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Equip employees with best skill-set for dealing with unexpected queries
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Creat shared sense of purpose to achieve unmatched customer experience
&nbsp;
Create the workplace culture that attracts positive experience for both employees and customers.
&nbsp;
Camelia D. Hayman, Director, Customer Service Excellence, Medela Canada

Camelia D. Hayman

CASE STUDY: MEDELA

Embody a Digital-First Mindset to Revitalize the Customer Experience
Digital transformation is forcing companies to change their business models and adapt to the new market reality. Adopt innovative technology to keep up with the new &ldquo;always-connected&rdquo; customer and deliver an unmatched customer experience. Create a roadmap to:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Pinpoint and overcome obstacles to your digital transformation
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Replace legacy systems to streamline your digital customer experience
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Break down internal silos and leverage digital team members cross-functionally
&nbsp;
Transform your customer experience with a digital-first strategy.
&nbsp;
John Finch, VP of Enterprise Product Marketing, Zendesk

John Finch

INDUSTRY EXPERT: DIGITAL-FIRST CX

Digital &amp; Mobile Paths to a Frictionless CX Digital Transformation
Customers today are most influenced by brands that are relevant, convenient and immediate in the delivery of everything from products to customer service. Capitalize on the opportunity to create individualized customer experiences while removing friction on all platforms. Discover how to develop websites, content and design to satisfy a world where no two customers have the same preferences or expectations. Optimize your digital and mobile strategies by:
&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Uncovering new possibilities in mobile-first design
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Building trust and consistency throughout the digital journey
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Creating better contextual content and experiences that delight customers in all &lsquo;moments&rsquo;
&nbsp;
Drive your customer experience using improved digital and mobile paths.
&nbsp;
Lori Laflin, Vice President, Digital Customer Experience, Compeer Financial
Jerri Helms, Vice President, Digital Marketing and Analytics, Harper Collins
Christine Berglund, Senior Director, Data Experience, Capital One Bank
Moderator: Jim Tincher, Mapper-In-Chief, Heart of the Customer

Christine Berglund

Lori Laflin

Jerri Helms

PANEL: DIGITAL AND MOBILE PATHS

How CX Digital Transformation is a Catalyst for Exceptional Customer Journeys
There are many challenges to achieving highly effective customer journeys and digital transformations. Optimize your customer experience digital transformation by focusing your initiatives on customer journeys. Gain insight into how you can:
Transform your organization through real-world &amp; practical initiatives &middot; &nbsp; &nbsp; &nbsp; &nbsp; Leverage both direct and indirect customer feedback across the entire journey&nbsp;
Secure buy-in from customers and your team &nbsp;
Improve you customer journey through a more effective CX digital transformation.
&nbsp;
Jasika Khukh, Director, Client Experience, Fiera Capital
Moderator: Jim Tincher, Mapper-In-Chief, Heart of the Customer

Jasika Khukh

FIRESIDE CHAT/CASE STUDY: EXCEPTIONAL CUSTOMER JOURNEYS

Increase Organizational Efficiency and Empower Customers with Self-Service
In today&rsquo;s world, customers are in the driver&rsquo;s seat &mdash; as their need for digital transactions increase so do sales. Maximize customer satisfaction and loyalty while enhancing organizational efficiency with new self-service programs. Source practical tips to:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Reduce response time, and solve customer challenges more quickly and cost-effectively&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Strike a balance between self-service and human interaction
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Design an easy-to-use self-service portal with clear instructions and resources
&nbsp;
Harness the power of self-service to boost efficiency and save costs.
&nbsp;
&nbsp;Anna Foat, Director, Global Digital Transformation Office, Sun Life Financial

Anna Foat

CASE STUDY: SELF-SERVICE

How to Define the Relationship with Your Customers
Increasingly, &ldquo;experience&rdquo; is more important than product or price when it comes to retaining customers. By taking a customer-first focus (in other words, &ldquo;defining the relationship&rdquo; with your customers), you can identify key decisions&mdash;even those deemed unscalable&mdash;that become critical to growing your business. Take away an action plan on how you can:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Apply customer data from the entire lifecycle to personalise campaigns
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Inform live conversations at later stages of the customer journey
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Learn how to grow their business by focusing on customer feedback to set the roadmap for the future
&nbsp;
Dutta Satadip, Chief Customer Officer, ActiveCampaign
Moderator: Jim Tincher, Mapper-In-Chief, Heart of the Customer

Dutta Satadip

FIRESIDE CHAT: #RELATIONSHIP GOALS 

Digitize Your Business and Gain a Competitive Edge.
&nbsp;
Digitizing your business is essential to its continuing success, but it can be hard to pinpoint which projects and investments deserve your attention. Learn how to approach a digital transformation to ace the process. Get insights to:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Which common pitfalls to avoid&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; How to sustain innovation
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Identify success characteristics
&nbsp;
Explore the path to your smooth business digitization&nbsp;
&nbsp;
Ramzi Rahbani, Vice President, Product, ExperiencePoint
Moderator: Jim Tincher, Mapper-In-Chief, Heart of the Customer

Ramzi Rahbani

FIRESIDE CHAT: DIGITIZING BUSINESSES

How to Utilize Customer Insights to Design Exceptional Digital Experiences
In a crowded marketplace, companies must offer experiences that are truly exceptional to influence buying behaviour. Capture real-time customer insights to drive targeted solutions by having your clients at the table. Adopt best practices to:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Identify human-centred design approaches to provide unique insight
&middot; &nbsp; &nbsp; &nbsp; &nbsp; How to validate solutions for differentiation
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Different ways to pressure test solutions for impact
&nbsp;
Bolster your digital experiences with fresh and real-time customer feedback.
&nbsp;
Patrick Bach, Director, Service Design, CIBC
Maya Shapiro, PHD, Senior Manager, Human Insights and Service Design, CIBC

Patrick Bach

Maya Shapiro

CASE STUDY: DESIGN UNIQUE DIGITAL EXPERIENCES

Review the key solutions and takeaways from the conference. Source a summary of actions points to implement in your work.&nbsp;
Jim Tincher, Mapper-In-Chief, Heart of the Customer

On Demand

Speakers25 Speakers

Brian Melter

Anna Foat

Dutta Satadip

Maranda Dziekonski

Stacy Warren

Patrick Bach

Jerri Helms

Caroline Cathcart

Chase Zenger

Ryan Mascarenhas

Jasika Khukh

Chris Turchansky

Camelia D. Hayman

John Finch

Jeniffer Zamora

Amrit Dhangal

Ramzi Rahbani

Lori Laflin

Percy Rose

Maya Shapiro

Jim Tincher

Manisha Burman

Gabriele Masili

Christine Berglund

Joe Cahill

Booth3 Booth

Acquire

Zendesk

Airkit

On Demand

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;}25 Speakers

Brian Melter

Anna Foat

Dutta Satadip

Maranda Dziekonski

Stacy Warren

Patrick Bach

Jerri Helms

Caroline Cathcart

Chase Zenger

Ryan Mascarenhas

Jasika Khukh

Chris Turchansky

Camelia D. Hayman

John Finch

Jeniffer Zamora

Amrit Dhangal

Ramzi Rahbani

Lori Laflin

Percy Rose

Maya Shapiro

Jim Tincher

Manisha Burman

Gabriele Masili

Christine Berglund

Joe Cahill

Booth.css-7303n9{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#5d5d5d;font-family:'Poppins',sans-serif;color:#FFFFFF;margin-left:0.8rem;font-weight:400;}3 Booth

Acquire

Zendesk

Airkit

Speakers25 Speakers

Booth3 Booth