Online Event

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Event Date Tue Apr 13 BST - Wed Apr 14 BST (6 months ago)
In your timezone (EDT): Tue Apr 13 3:00am - Wed Apr 14 12:00pm
Location Online Event
Region EMEA

The pandemic has caused a behavior shift that will permanently alter customer journeys for most, if not all, businesses.

Post-pandemic, an increased proportion of customer journeys will take place via digital channels. While this transition will pose challenges in the short term, in the long term it will provide greater opportunities for those looking to differentiate their offering by designing innovative customer journeys.

With that in mind, CX Live: Customer Journey Management 2021 will be focused on how to optimize your customer journeys through:

• Customer Journey Mapping: effectively visualizing existing and future state customer journeys to identify key touch points and causes of friction
• Customer Journey Analytics: utilizing data to measure, track and improve existing customer journeys
• Customer Journey Orchestration: ensuring that you have a truly integrated omnichannel service model to deliver a seamless and personalized experience
• Culture Change: leveraging insights derived from your journey management project to foster a customer-centric organizational customer, and realign the business around customer goals and objectives

4 Reasons to Attend:

• Hear the best case studies from across the globe
• Access the content on demand and watch in your own time
• Assess the latest technological innovations
• It is 100% free to attend

Who you will meet?

This event has been designed for Heads / Directors / General Managers of:
• Customer Experience
• Digital Transformation
• Digital
• Mobile Strategy
• Customer Feedback
• UX / UI
• User Experience
• Omnichannel


2021 Speakers

Ana Pia Guzman-Briley
Director of Digital Marketing, TGI Friday's

Lisa Kaufman
Voice of The Customer Director, WorldPay/FIS

Beverly Peeling
Global Associate Director Online Digital Strategy – Digital Transformation and Customer Experience, Kimberly-Clark

Ashley Lickenbrock
CCXP, Experience Design Lead, Bayer Crop Science Division

Barbara McLaurine
CCXP, Brand Manager, Bayer Crop Science Division

Scott Draeger
VP of Customer Transformation, Quadient

Jim Tincher
CEO and Founder, Heart of the Customer

Sponsors & Partners

2021 Sponsors

• Quadient

• Glassbox
• NTT Data