Customer experience is the battleground for competitive advantage. In a highly interconnected world, with the widespread adoption of the Internet of Things (IOT) and rapid developments in AI, consumers have come to expect seamless digital interactions in their daily lives. Alongside these developments, a growing interest in immersive experiences and Augmented Reality (AR) is blurring physical and digital experiences, creating new challenges and opportunities to engage consumers.
A connected experience is a synchronised interaction across multiple platforms, devices and environments that provides consistent, integrated experiences and a cohesive, seamless journey for users. Personalisation enables businesses to craft experiences that ‘speak’ to their customers as they have been tailored to their preferences. Advances in technology are enabling organisations to access a range of consumer data and use it to create personalised experiences. Behavioural data can be used to offer relevant promotions and tailored messaging in real time, creating an even more frictionless brand experience.
However, delivering personalised and connected experiences at scale is highly challenging and many organisations struggle with data quality and integration issues, such as data silos, duplication or outdatedness. And with the advent of AI there are additional concerns about data privacy and ethics.
Join us at our Chief Disruptor Breakfast Club, 'Deliver Highly Connected and Personalised Experiences', on Friday 28 June 2024 to get up to speed on the latest thinking on personalisation and connected experiences, and to brainstorm solutions to common customer experience challenges.
AGENDA
08:45 Welcome and introduction
08:50 Fireside chat
- What do today’s customers want?
- How do you know what they want?
- Why is personalisation such a powerful tool for competitive advantage?
- How are new advancements in AI enabling hyper-personalisation?
- What are the challenges of delivering connected and personalised experiences at scale?
- Exploring strategies to overcome these challenges
- Exploring the most effective ways to measure success and ensure ROI
09:05 Virtual Roundtable discussion
- What are your business goals for improving connectivity and personalisation?
- What are the latest forces influencing how your customers behave?
- What is your greatest challenge with delivering connected and personalised experiences?
- What should be the fundamentals of a customer experience strategy and roadmap that drives connectivity and personalisation?
- How do you track and monitor customer engagement?
09:45 Next steps and key takeaways
10:00 Close
