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 Scene-setter Presentation

Sophie Crosby, Senior Marketing Technology Leader - Former SVP Marketing at Salesforce and SVP, Insight, Data & Marketing at Ticketmaster

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

Sophie Crosby, Senior Marketing Technology Leader - Former SVP Marketing at Salesforce and SVP, Insight, Data & Marketing at Ticketmaster

A Senior Marketing Technology Leader with over 20 years of experience building marketing, insight, and data expertise teams. Sophie focuses on growing businesses, and improving customer experience. I'm passionate about helping companies leverage technology to unlock business value.

At Salesforce, I connected with big brands about their goals and their pain points. Understanding customer needs ensured I could feedback vital intel to central product and engineering teams. Crucially, it meant I produced REAL-LIFE super-relevant content about data-centric business transformation to inspire customers, colleagues, and partners.

Previously, at Ticketmaster, I was lucky to lead an incredible team of Marketers, Analysts, Data Engineers, and Infrastructure leads. We pushed our enterprise software to its limits - to deliver secure, timely, relevant marketing to millions of live event fans across multiple markets. A key part of that role was to demonstrate the power of our consumer and event data insight to Producers, Promoters, Venues and Teams; to help them sell more tickets, more effectively than anyone else.