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 1

Amplifying the Voice of the Customer

In an age where technological innovation is paramount to long-term success, the importance of ensuring that we are listening attentive to our customers and solving their real problems is critical to retention and growth.

• In large organisations, the people who build the products are often removed from the customer
• Customer support teams have a unique opportunity due to their proximity to the customer and the frequency of touchpoints
• How do we turn the data we have into insights that drive innovation?