CXN Live: Omnichannel CX 2021 | CX Network | 31 August 2021 | Free Online Event

Customer research shows that organizations with a poor omnichannel strategy retain just 33% of customers, while brands with effective omnichannel engagement programs keep 89%.

Central to the success of these omnichannel programs is not only ensuring you have the right mix of contact channels, but that they are effectively integrated and the experience is consistent across all channels.

Will be focused on:
• Developing a single view of the customer to enable a consolidated view of customer touch points
• Enhancing personalization by providing communication channels that mirror customer preferences
• Integrating customer service agents with digital channels to ensure that the human touch is still prevalent in the interactions that matter the most
• Utilizing Customer Journey Mapping to identify the unique interplay between different channels of those looking to buy your products and services
• Leveraging customer data generated from different touch points to optimize the end to end customer experience

2021 Speakers

Jennifer Borchardt
Director of Omnichannel Experience and Strategy, U.S. Bank

Stephanie Shaffer
VP/Customer Experience Design, Omnichannel, UMB Bank

Synthia Padala
Sr. Product Manager, Macy's

Saki Takeda
Director, Product Management, Netflix

Gio Bryden
Director, Customer Success

Norm Alegria
Director of Guest Care, Dufresne Group

Scott Draeger
VP of Customer Transformation, Quadient

Andrea Tucker
VP Product Marketing, Quadient

Chris Cummings
Principal Product Manager, EngageOne, Precisely

Kathrin Bohnert
Senior Manager of Customer Experience, LogMeIn

2021 Sponsors

LEAD SPONSOR:
• Quadient

SPONSORS:
• Acquire
• Clarabridge
• InterCom
• Precisely
• VeriCall