CX is one of the most exciting and dynamic areas of modern marketing, but what if we’re only scratching the surface of its potential? In this keynote address, we’ll discuss the transformational opportunity unlocked by a simple shift: understanding the importance of crafting long-term relationships with customers over short-term transactions. Inspiring tales of success and hard-earned lessons-distilled down to an actionable framework that helps us understand where the future is headed and how to lead our organizations forward. 

You will learn:

• How to use data to look beyond short-term transactions and understand the full value of your customer relationships
• How to optimize those interactions to acquire, develop, and retain more profitable customers to prioritize your business for growth
• Where to make key investments to maximize your opportunities for success

For the last five years, moving to a digital-first business has been “a top priority” for many companies. Cue the global pandemic and the wrecking ball that slammed into businesses that weren’t ready for a full-on digital restructuring. After the immediate shockwaves, companies found ways to implement customer journeys to support their COVID-led digital needs. But, it’s time to talk about where we go from here. How do companies stop reacting and start providing proactive, predictive, and personalized experiences at every single customer interaction? Join Mark Smith, VP of Digital Engagement Solutions, as he discusses:

• The best path forward to move from the digital transformation into a digital-first company
• How customer journey orchestration supports omnichannel digital engagement
• Why optimizing journeys are top of mind for the future state of CX this year

Don’t miss the opportunity to learn how to become a leader in digital-first customer experiences.

It’s a perfect storm for marketers: digital/physical engagement models vs. the rising tide of digital privacy. This new engagement model requires marketers to recognize customers and understand their behavior across digital channels more expansively than ever before. The continuing onslaught of privacy announcements seem to impede the ability to collect and use the very data marketers need to understand digital behavior and tune reactions. Learn why marketers must lessen their dependence on third-party cookies and prioritize the collection, use, and protection – of first-party data. 

Take 20!  Use this time to chow down, and explore the DX Challenge page and links to resources and great information across the Digital Experience Summit hub.  

Looking for real solutions to your digital and customer experience challenges?  Visit our Sponsor Booths!  Sponsor teams and speakers will be available to answer your questions live, schedule a meeting, or simply view their videos, product info and exclusive research.

In the accelerated reality of the “new now”, a successful listening strategy enables fast decision-making based on real customer experiences. Rather than responding to crises, CX practitioners can implement VoC to continuously and intentionally learn and adapt, throughout the customer journey. 

In this discussion, experts will share specific strategies in data assessment, analysis and application from their successful customer listening programs. Be empowered to make pivotal decisions that meet your customers needs.

In this session, we'll discuss:

• Understanding Personas: Gain a clear perspective on your primary customers to help guide them to their goals

• Missing signals: obstacles to customer listening and how can we learn to avoid them

• Reputation Experience Management (RXM):  Consider tools that can make a difference to your online reputation

There’s always a new buzzword that comes along to grab our attention. By the time we come to a consensus about what it means, there’s a new one to decipher. But every so often a new term sticks around becomes part of the lexicon. Composability is a framework with practical applications and expansive impact.
Join us for a free-flowing discussion exploring the meaning of composable digital experiences.

In this session, you’ll learn:

• Why a composable DXP is a key to future-proofing your tech stack
• How composability streamlines internal processes and speeds time to market
• Where to start your next digital experience initiative

The times (in data and customer experience), they are a’changing. As such, it's important to take a step back and home in on which areas of your customer data strategy are changing like privacy, identity, Machine Learning, and data deprecation.

Join Sav Khetan, Head of Product Strategy at Tealium, as he explores each of these categories, current market trends impacting your strategy, and how to stay ahead of the game in 2022.

After this session, you'll be able to:

• Leverage the power of your customer data to create a more connected customer experience
• Understand key changes ahead with privacy, identity, ML, and data deprecation so you can prepare and pivot
• Prepare a robust data strategy to ensure ultimate business success in the year ahead!

Join your peers and speakers in the Lounge for virtual networking.  Discuss the day's sessions, ask questions, and make connections across industries -- and even across the globe.

How does it work?  Move your avatar around the networking space to meet people. To join a conversation, move closer. To leave it, move away. It’s that simple.

Everyone knows that community is important, however, there are still many people using "community" as a buzzword. They're missing out on its true power. Join Adrian Speyer, Head of Community at Higher Logic, as he explains the three main stages of the Community Experience Flywheel and how it can help you unlock your business goals for 2022 and beyond.

The last two years have ushered in a dramatic acceleration of digital transformation. In fact, a recent McKinsey survey estimates that the pandemic sped adoption of digital technologies by seven years. From contactless pickup, to digital contact tracing and improved omni-channel experiences, many physical or in-person experiences have transitioned online – with customer demand for these conveniences set to stay.

How do you rethink your overall experience in a world where customers no longer distinguish between online and offline? Staying competitive in this new business environment requires new strategies to keep customers engaged and brands investing in their digital experience and transformation.  

•  Take a holistic approach to CX – including shared goals, priorities, and measures of success
•  Leverage the right customer feedback and journey focus
•  Utilize DXP and service design tools to plan, design, and optimize experiences and resources across channels and teams

Strike a chord and put your knowledge of favorite tunes and artists to the test! In this full engagement game show, players compete in rounds of music-related categories to earn as many points as possible. You will laugh - and maybe even sing - your way through this high energy event!  Be one of the top 10 on the leaderboard, and take home a $25 gift card!

To play: Have your phone handy. Cameras on (optional, but recommended).

Covid-19 has offered many lessons for business leaders. Not the least of which is the value of resilience and innovation – especially in times of disruption.  And with the likelihood of increased and more frequent disruptions ahead – be they environmental, social, medical, or economic - the need for innovation has never been greater. 

The problem is most businesses today are not nearly innovative enough to withstand such a future.  Not because they don’t value innovation but because they’re simply not built, structured, or led to produce it. 

In this fast-paced and enlightening talk, futurist Doug Stephens sheds light on six key attributes of the world’s most innovative organizations. Referencing decades of research, Stephens will provide actionable ideas and steps to help you emulate their success. It’s an uplifting and mind-expanding peek into the realm of radical innovation and strategy.

Learning Objectives

• Gain a shared understanding of the essence of innovation and why it’s so scarce in most organizations
• Develop insight into the best practices of innovative organizations
• Learn six practical steps to transform your organization’s innovation capabilities and outputs 

Against the backdrop of a rapidly intensifying digital transformation of social and business interactions, where an online-first consumer mindset is dominant, the experience economy is alive and well around us. Thanks to the democratizing effects of technology, there are low barriers to entry for e-commerce businesses nowadays. Anyone can have a website, meaning that competition is rife and finding a differentiating edge is even more crucial.

It’s imperative that an e-commerce digital experience is bug-free, but what happens when your competitors deliver a “wow” experience for your target market? It not only raises the bar on a brand interaction that transcends the consumer expectations but also puts your business at an immediate disadvantage. Learn how your brand can take advantage of the experience economy through data, experimentation and innovation at scale.

During this rapid-fire session, you will have an opportunity to watch and review high-impact demos from some of the most innovative products in the market. By participating and sharing your feedback on the product demonstrations, you will be automatically entered to win one of three $50 eGift Cards.

Demo #1: SAS Customer Intelligence 360

During the SAS session, “Where First-Party Data Goes, Tech Must Follow,” Lisa Loftis explained how CDPs facilitate a first-party strategy in today’s digital world. In this demonstration by SAS’ Jennifer Pearson, you’ll experience some of SAS’ Customer Intelligence 360 capabilities utilizing our CDP report. Get insight into how SAS can collect, ingest, and act on your first-party data, manage customer identities in real-time by stitching together online and offline data – all while managing the customer journey through relevant and timely communications that are individualized to the customer.

Presented by: Jennifer Pearson, Associate Systems Engineer @ SAS

Demo #2: Sitefinity’s Composable Digital Experience Platform

See how you can seamlessly integrate Progress digital experience solutions and external applications to create a cohesive, tailored experience for your audience.

Presented by: Jonathan Read, Senior Solutions Engineer @ Progress.

Demo #3: Vidyard's Turn Text Based Emails into Videos

With a plethora of data analytics at our fingertips and the sheer volume of data available - how do successful teams select Key Performance Indicators (KPIs) and apply them for optimal results? Learn how to cut through the noise to make effective use of our greatest metrics. 

In this panel discussion, learn from experts on optimizing KPIs: what works and what to leave behind in 2022, including:

• Choosing a business health score: Net Promoter Score (NPS), Customer Lifetime Value (CLV), or Average Basket Value (ABV), Customer Effort Score (CES)?
• Setting expectations for periodic assessments that allow for course correction
• Stretched thin? Tips and tricks to create a sustainable plan for assessing the right customer segments, pain points, and priority initiatives

Do you have the keys to drive your customer’s digital behavior? With data in hand, businesses require a well-designed plan to activate insights from data and increase customer activity. Organizations that were prepared to leverage customer data in 2020 had an upper hand in surviving an economically tumultuous year. With the World Economic Forum anticipating the global recession will last through 2022, businesses who re-up their customer journeys using customer activity data effectively will have an upper hand in thriving through the recovery.

In this discussion, panelists will share:

• How their data activation methods succeeded in supporting their success in 2020
• How the last year changed the customer journey and the critical role that Voice of the Customer programs played in providing real, actionable insights
• The business and economic trends they’re monitoring as potential customer activity influencers 
• How leveraging customer data effectively helped them change on a dime to meet customers where they were at

*This session first aired on February 25, 2021.

Humans make thousands of decisions every day. To make efficient decisions, we employ both prediction and judgment, often without realizing it. However, the rise of artificial intelligence (AI) is shifting one of those ingredients - prediction - from humans to machines. Increasing the speed and accuracy of this function is setting the stage for new decisions. Today, we stand on the precipice of a renaissance in decision-making.

This has profound implications for business and society. Ajay Agrawal, author of the best-seller “Prediction Machines: The Simple Economics of Artificial Intelligence” will break down what AI can and cannot do and explain how this technology can be used to create products and services that delight customers and enhance profits.  

Learning objectives:

• The rise of AI can be recast as a drop in the cost of prediction
• Unbundle decision-making: AI's can perform prediction while humans handle judgment
• AI’s are the first tool in human history to learn - the more we use it, the smarter it gets

Join our opening keynote speaker from day 1, Chief Measurement Strategist at Google and Author of Converted, Neil Hoyne, for a moderated Q&A where your questions are answered live!  Check your email during the event to submit your questions in advance.  This Q&A will be moderated by Dom Nicastro utilizing audience questions only. 

Here's your opportunity to Ask Neil Anything!