Delivering highly personalised and connected customer experiences is a high priority for business leaders in 2023. According to the Chief Disruptor 2023 Disruptive Trends Report, improving customer experience is the 3rd highest business priority for investing in technologies in 2023. The media is awash with chatter about the latest developments that will transform customer experience in 2023. The metaverse, AI chatbots, automation, predictive analytics and video marketing are just some of the tools that are likely to give organisations a competitive advantage as they strive to offer more personalised and connected omni-channel experiences to their customers.
At the same time, consumer trends and expectations are also evolving rapidly with customers demanding more bespoke, authentic and less transactional experiences with brands. More than ever, building loyalty and trust are key to competitive advantage. Social media continues to be an important channel for businesses looking for creative ways to interact with their customers in their space. The metaverse provides a similar opportunity for brands to inhabit the places where consumers spend their time, driving up engagement levels by providing more immersive experiences for customers.
Developments in AI are particularly exciting for businesses, providing incredible customer insight through sentiment analysis which enables organisations to make better informed decisions in real time. AI also improves customer service responsiveness and the recent explosion of interest in OpenAI and ChatGPT will enable brands to add a more human dimension to their chatbots. But while digital tools such as chatbots enable brands to be more responsive to customers by automating processes, questions remain about whether consumers actually miss human interaction and whether these developments can effectively humanise digital customer experiences. And there are also concerns that these new tools may open up consumers to the threat of scammers or identity theft. Join us at our virtual round-table, Delivering highly personalised and connected customer experiences on Friday 30 June, to understand and discuss how you can leverage the latest customer experience trends and tools for competitive advantage.
AGENDA
08:45 Welcome and Introduction
08:50 Fireside Chat
- Exploring the latest consumer trends, buying trends and customer expectations
- How do you create a customer experience that reflects your brand values across every touchpoint?
- What are the latest tools and technologies being deployed to enhance customer experience? (AI chatbots/automation/data analytics/metaverse)
- How is ChatGPT enabling businesses to identify customer preferences at an individual level and provide more personalised experiences?
- What are the cybersecurity challenges of some of the latest customer experience tools?
09:05 Virtual Roundtable Discussion
- How should customer experience strategies adapt to this new consumer operating environment?
- Should organisations aim to digitise human experiences or humanise digital experiences? Or both?
- How should organisations prepare for any risks associated with these emerging technologies?
09:45 Next Steps and Key Takeaways
10:00 Close
