Customer experience is the battleground for competitive advantage. In a highly interconnected world, with the widespread adoption of the Internet of Things (IOT) and rapid developments in AI, consumers have come to expect seamless digital interactions in their daily lives. Alongside these developments, a growing interest in immersive experiences and Augmented Reality (AR) is blurring physical and digital experiences, creating new challenges and opportunities to engage consumers.
A connected experience is a synchronised interaction across multiple platforms, devices and environments that provides consistent, integrated experiences and a cohesive, seamless journey for users. Personalisation enables businesses to craft experiences that ‘speak’ to their customers as they have been tailored to their preferences. Advances in technology are enabling organisations to access a range of consumer data and use it to create personalised experiences. Behavioural data can be used to offer relevant promotions and tailored messaging in real time, creating an even more frictionless brand experience.
However, delivering personalised and connected experiences at scale is highly challenging and many organisations struggle with data quality and integration issues, such as data silos, duplication or outdatedness. And with the advent of AI there are additional concerns about data privacy and ethics.
Join us at our Chief Disruptor Breakfast Club: Deliver Highly Connected and Personalised Experiences, on 17 January to get up to speed on the latest thinking on personalisation and connected experiences, and to brainstorm solutions to common customer experience challenges.
AGENDA
08:45 Welcome and introduction
08:50 Fireside chat
- What do today’s customers want?
- How do you know what they want?
- Why is personalisation such a powerful tool for competitive advantage?
- How are new advancements in AI enabling hyper-personalisation?
- What are the challenges of delivering connected and personalised experiences at scale?
- Exploring strategies to overcome these challenges
- Exploring the most effective ways to measure success and ensure ROI
09:05 Virtual roundtable discussion
- Introductory question: What is the status of your AI deployments?
- What are your future AI ambitions?
- How well aligned are these current and future initiatives with business objectives?
- What challenges are you facing when it comes to scaling AI and generating ROI?
- What changes have you put in place/will you need to put in place in order to overcome these obstacles?
09:45 Next steps and key takeaways
10.00 Close
