Ashley Goode

Principal

Experience 2018 is just one week away (have you registered yet?). Over the past month, we’ve been sharing details about each of our four breakout tracks dedicated to emerging topics facing CX professionals today. Now it’s time to explore Evolving CX Programs, our six session breakout track that focuses on capturing new sources of feedback data, integrating CX data with other systems, and using feedback to create more personalized experiences so that you can anticipate customer expectations before they happen.
In order to win in today’s transparent and competitive environment, your customer experience program can’t just keep pace with customer expectations – it needs to stay several steps ahead of them. Attendees will have the opportunity to hear how leading brands like Airbnb, Comcast, and SiteTuners are continuing to explore new ways to improve their customer experience programs through webpage optimization, viewing their business through their customers’ eyes, and leveraging CRM and personalization.
Data shows that people want personalized experiences from the companies they have relationships with that are simple, helpful, and complete. But how do you make these conversations feel normal and continuous through all of your channels? Comcast will introduce their customer centric platform called Customer Timeline and inspire attendees to see themselves through their customers’ eyes to better understand the ongoing customer journey.  Accenture will also lead a session demonstrating how integrating customer experience with Salesforce helps deliver differentiated experiences that will allow your company to achieve next level personalization that results in higher customer loyalty.
The greatest opportunity businesses have now is to capture an outside-in view of the relationship from the customer perspective. Airbnb will identify the three key elements that distinguish companies that successfully navigate customer experience transformations from those who don’t. Deloitte will keep the conversation going by revealing their formula for leveraging customer feedback to fuel learning and innovation.
Knowing that what happens online is just as important as the conversations you have with your customers offline, we’ve included programming that addresses how page efficiency can dramatically improve the profitability of your online marketing programs. During a fast-paced session, SiteTuners will give a crash course in landing page optimization, demonstrating how to identify, and to avoid, the “Seven Deadly Sins of Landing Page Design” that are present on almost every landing page.
I look forward to seeing you in a few weeks at Experience ’18! Register here.