SPEAKERS

CASE STUDY DAY 1

Technology and Artificial Intelligence Transforming the Omnichannel Customer Journey

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

CASE STUDY DAY 1

The Role of Digital Omnichannel Experiences in Physical Channels

Customer expectations when visiting retail stores changed during the last years. Even driven by the COVID-19 pandemic restriction, the focus on digital sales and service channels increases significantly. In the omnichannel game, creating an excellent digital customer experience in stores and consistent and relevant omnichannel journeys are key drivers for customer satisfaction and commercial success.

CASE STUDY DAY 1

Transforming Voice of Customer into Organisational Learning via Artificial Intelligence

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

CASE STUDY DAY 2

Messaging: The Killer App to Digitalise

Orange Spain has clearly bet to open a strong messaging channel for its customers with great operational results. Customers and agents love it. Nevertheless, the main objective is to convert it into the main ally for the digital channel.

• The origin of the channel: How to build it and where are the hurdles
• Main KPIs you should take care of
• The business case: Does it fly?
• Should you move customers between channels? How to?

CASE STUDY DAY 2

Technology and Employee Experience: What We Learned During the Pandemic

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