Program Overview

Cracking Tomorrow's CX Code

Real-Time Customer Intelligence for Exceptional Experience

It’s no secret that the last few years have upended the way customers want to interact with companies. They’ve got higher expectations, bigger demands and about a million more choices if one brand doesn’t deliver. And who can blame them? After all, you’re a consumer too, and want exactly the same things:

  • An easy digital self-service experience.
  • Seamless escalation to a real person.
  • Meaningful personalization (hold the overly familiar creepiness, please).
  • Data transparency, privacy and security.
  • Brands with social purpose and awareness.

But here’s the problem: CX technologies and brand strategies that were once tried-and-true marketing staples are now cracking under the weight. The pressure is on!

Our program is designed to help you release the pressure valve and build a modern CX program. It examines the challenges and opportunities marketing leaders face when crafting customer journeys, how to boost revenue-generating metrics such as customer lifetime value and ways to win and retain customers.

We’re taking a close look at factors leading to the acceleration of CX, such as:

  • Balancing personalization and privacy.
  • Fostering brand loyalty/advocacy.
  • Creating hybrid, real-time experiences
  • Harnessing the power of AI, analytics and machine learning
  • Building CX across generations.
  • Making the most of first-party data.
  • Branding with purpose.
  • Evolving digital transformation.
  • Making the most of programmatic advertising.
  • Venturing into the metaverse

We explore how CX has changed since the pandemic, what CX capabilities marketing leaders enjoy today, and where they’re planning to go in the next decade and beyond.

Sponsors

Infographics

Learn

Curated Facts & Stats

The increasing prevalence of AI-generated information is likely to drive a significant change in how consumers seek out information. Traditional search engines like Google may see a decline in user traffic as consumers pivot more and more toward embracing AI tools such as ChatGPT to answer their questions. This shift signifies a growing trust in artificial intelligence to curate and deliver relevant content.

Source: WSI World

In 2024, the continual rise of smart speakers and voice assistants will reshape how businesses prioritize voice search optimization. A game changer on the horizon is the concept of Search Generative Experience (SGE). This shift will enable a seamless exchange of information, allowing users to engage in natural conversations with search engines as if they were interacting with a knowledgeable assistant.

Source: WSI World

The gap between generations in terms of wealth and property ownership will continue to drive global and social change in 2024. According to research conducted in 2023, the median wealth of millennials (born early eighties to late nineties) is less than half that of baby boomers (born mid-fifties to mid-sixties) at the same age.

Source: Bernard Marr/Forbes

Macroeconomic trends, first-party data and the influence of artificial intelligence will all be instrumental for marketers next year.

Source: Marketing Week
GO TO INSIGHT CENTER TO LEARN MORE

Program Themes

  • Customer Experience
  • Customer Insights
  • Digital Trends