To remain competitive and sustain growth as the digital transformation reshapes the business environment, companies need to embrace innovation while delivering great customer experiences, operating with agility and empowering their people to be more productive. Join this session to understand how technology and artificial intelligence transform the omnichannel customer journey and connect teamwork across the organisation to enable successful customer outcomes at speed and scale.

• Transform the omnichannel journey and connect teamwork across the organisation to achieve customer success
• Embrace digital transformation and the use of artificial intelligence to deliver optimal customer experience
• Empower your team with the knowledge and tools they need to be at their best

TV and media industry is witnessing the rise of over the top players (e.g. Amazon, Netflix, Apple, etc.) entering the market with simple and flexible offerings, reshaping the expectations of customers in terms of value proposition and customer experience. In such context, traditional TV players are focusing on a simplification of product portfolio and customer journeys to keep their competitive stance. This case study will show how Sky has worked in past months on the evolution of its value proposition shifting its approach towards customer experience.

• Shift of customer expectations in the TV industry
• Customer involvement in decision-making process and pain point analysis
• The use of customer journey design as a tool to drive customer-oriented decisions across the company
• Simplification of customer experience and value proposition

The start of the pandemic impacted us all in many ways and it radically changed the way we worked from one day to another. Companies are all still adapting to the demands of a digital workforce and to changes in labour restrictions of different countries. Let’s reflect on how technology is enabling an isolated digital workforce to come together to keep the business running and how this has forever changed the way we will work in the coming years.

• Impact of the pandemic in the workforce
• Transformation of the employee experience
• Technology as an enabler of the digital workforce
• The new digital employee experience

How do we go from just looking at 5-star ratings or NPS to learning and also taking actions from our customer insights? If we dare take a step back from the KPIs we will understand that customer comments is a goldmine for developing our entire organisation. One challenge is to analyse and present the comments in a structured way and also make sure that everyone who needs this information gets it. At Volkswagen Group Sverige they are currently doing this.

• Voice of Customer for decision-making
• Customer journey as a structure that everyone can understand
• Artificial learning to structure and analyse data from many sources
• Make sure learnings are spread in the organisation