It’s a fact—most customer experience projects fail two or more times before organizations get it right. One of the most critical reasons for failure is because leaders do not fully understanding the unique planning process. This session dives into how to build an initial—and annually revised—plan for customer experience transformation. You learn how to build a plan, get the team engaged, build your business case, measure the ROI, benchmark satisfaction, and constantly improve. Join us in this workshop, where we discuss how to create a framework for planning a new project or how to improve your current project, and a process for continuous progress. We also cover understanding the value of a customer engagement project and articulate it to management along with the strategies for engaging your team and leadership in the planning process. You participate in group planning exercises to bring back to your team. Key Takeaway: Develop an ongoing plan for customer experience innovation.

You’ve heard it before. Over and over, in fact. “Improve your customer service.” “Optimize the customer experience.” But what does that even mean? Today, when your intersection points with your customers may number in the dozens (or even hundreds), tackling customer service or customer experience holistically is impossible. You can’t magically get better at every customer touchpoint. But you can get better at the touchpoints that matter. Think Small is a fast-paced, dynamic, inspirational, and hilarious presentation that shows you how to gain and keep more customers by improving on only the three things that really matter to your customers.

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Learn more about the latest technological developments in digital experience from leading- edge companies in Expert Perspectives sessions. These sessions are open to all full-conference attendees and Networking Pass holders. Check digitalexperience.com for session details or follow #DigiExConf on Twitter for updates.

As Maya Angelou once put it, “People will forget what you said, they’ll forget what you did, but they’ll never forget how you made them feel.” And she was right. How you make customers feel—even on digital channels—has a major impact on adoption, loyalty, and their overall perception of what it’s like to do business with your company. In this session, we uncover why emotion is such a powerful part of the customer experience equation, how emotion changes when we use technology, and how leading companies anticipate, design for, and evoke emotion to strengthen their relationship with, today’s tech-savvy customers.

The rise of social media has given way to an explosion of digitally native brands expert at crafting the type of personalized and authentic digital experiences that consumers crave. These brands are doing more than just selling products. They’re selling a brand that consumers can connect with and stand behind. As a result, they’re turning their customers into lifelong advocates. To keep up, brands must build communities of thousands of people around the world to engage in a shared passion for what they make. In our session, we go over how you can do just this.

Learn more about the latest technological developments in digital experience from leading- edge companies in Expert Perspectives sessions. These sessions are open to all full-conference attendees and Networking Pass holders. Check digitalexperience.com for session details or follow #DigiExConf on Twitter for updates.

Thanks to virtual assistants like Siri and Alexa, the voice channel is becoming an increasingly important—perhaps even the primary—channel for communicating with customers (and, increasingly, employees). But building great speech-enabled experiences is a difficult endeavor that requires a set of skills and considerations all their own. Explore the peculiar challenges of incorporating the voice channel into your DX strategy and find the solutions.

Understanding how humans process information and the behaviors we perform every day without any conscious thought is the key to providing them with the experiences they crave. Discover methods to tap into your customers’ subconscious thinking to encourage the intended response or outcome. Learn how simple adjustments to the display of a price for a product or service can drastically improve conversion rates. Learn human behavior hacks that will increase engagement and conversions.

Keynote will be announced soon. Check our website for the latest details.

Learn more about the latest technological developments in digital experience from leading- edge companies in Expert Perspectives sessions. These sessions are open to all full-conference attendees and Networking Pass holders. Check digitalexperience.com for session details or follow #DigiExConf on Twitter for updates.

Delivering a great digital experience is all about personalization, but as data privacy laws—like GDPR and CCPA—regulate what you can and cannot do with customer data, providing that personalized experience is becoming more challenging. This panel explores how to achieve the personalized DX people crave while also respecting data privacy.

At Kentucky Community and Technical College System (KCTCS), 8,000 employees and 75,000 students need to interact with dozens of separate systems every day. Using the technology it already owns, KCTCS developed a Single Sign-On hub that vastly improves the experience. This solution doubles as a foundation for the next-generation intranet and basis for a more cohesive experience. Follow KCTCS’s journey in developing this solution in SharePoint Online and other Office 365 and Azure technologies.

Learn more about the latest technological developments in digital experience from leading- edge companies in Expert Perspectives sessions. These sessions are open to all full-conference attendees and Networking Pass holders. Check digitalexperience.com for session details or follow #DigiExConf on Twitter for updates.

Using his expertise in behavioral science, Kreisler explains why it is becoming so critical to understand the voice of the customer and the value of this knowledge when considering digital experience. Get an overview of the relevant insights of cognitive principles like Prosocial Behavior, Choice Overload, and The Ikea Effect. Engaging, funny, and essential, this talk enables companies to improve digital experience with the application of behavioral science.

Remember the last time you felt like you wanted to take a roll in the hay? The best brands in the world can give their customers that same kind of feeling. Strong brands help their customers solve problems; present a positive image to the world; and feel empowered, accomplished, and like the hero in their own personal stories. That feeling connects deeply with your emotions. Deb Gabor puts you in the mood to create a powerful brand that connects with your most important customers.

Digital experience is dynamic. The channels are changing, and the targets are moving. It’s hard to know where you stand and whether or not you’re focusing on the right elements to provide your users with the best possible DX. In this panel, our experts discuss the trends driving this year’s strategy and what they think the key to great DX will be in the future.

Designing and building web experiences is important. Testing, learning, and optimizing those web experiences is critical. A vibrant testing and optimization program begins and grows with some simple and key principles that everyone can apply. This session highlights those key principles for a healthy testing and optimization program, how to identify high ROI opportunities through real-life testing examples that show the impact of testing, and the tools, processes, and methods you can leverage in taking your testing efforts from good to great. Or maybe just to even get started.

Whether you are in a globalizing startup or in a multinational organization, it is crucial to engage with local customers on their linguistic, cultural, and functional levels. This demonstrates customer centricity to beat your competitors across all markets. This means creating content and developing products that can be effectively localized at scale and at the speed of now. Reaching out and resonating in local markets poses a number of challenges that should be considered and addressed upfront to ensure that digital customer experiences are synchronized with internal supply chains and agile lifecycles at all times. This interactive and problem-solving workshop covers the following topics: creating a robust framework to drive continuous globalization and experience-driven localization; building a road map that is articulated around internationalization, translation, localization, testing, and certification processes; defining digital strategies powered by linguistic, cultural, and functional intelligence for end-to-end product leadership; leveraging globalization and localization enablers in digital innovation, transformation, and acceleration programs; benefiting and profiting from the latest and greatest AI-powered language technologies to implement intelligent automation; elevating and celebrating digital globalization as a profit driver and localization as a business partnership across teams, disciplines, and functions; and capturing and measuring performance with operational, financial, and experiential indicators.

New technologies such as robotic process automation (RPA) and artificial intelligence (AI) are highly relevant to digital experience, customer support and service, and customer relationship management (CRM) areas. RPA and AI encompass key three aspects—people, process, and technology—as they can empower employees and enable new use cases. This interactive workshop starts with the basics of RPA and AI and discusses how you can apply them in a variety of usage scenarios. The workshop covers the various practical aspects that help you lead your company’s initiatives for RPA and AI, including getting started, scaling up automation, key vendors, selecting technology, and risks and governance.

In this workshop, we cover a step-by-step game plan on how to successfully implement CRM strategies, technologies, and processes into your business. This is a non-technical session designed for both business and IT professionals. This session also covers the three pillars of CRM success—people, process, and technology; an overview of CRM applications for sales, marketing, customer service, and field service; and strategies for planning, deploying, and user adoption success. Key Takeaway: Put into action proven techniques to plan, implement, and support successful CRM initiatives.

Get your team to not only adopt CRM, but to view it as an invaluable tool for leaders and users. Most teams struggle to get full CRM adoption. Whether you’re just starting a CRM project, or you’re struggling with adoption, this workshop delivers more than 26 ideas to drive up adoption of your CRM solution. In this interactive seminar/round table format, attendees pick which ideas to learn more about, gain an overview of best practices, share their own experiences and ideas, and get access to additional tools and content to dive deeper after the session. Key Takeaway: Learn dozens of best practices for CRM adoption from speakers and your colleagues.