Today’s customers expect more out of experiences. It is not enough to just deliver the bare minimum, customers want personalized support and meaningful interactions. While it may not necessarily be easy, customer data can power these high-quality experiences. With a data-driven framework, organizations can establish a customer journey that addresses their needs and enhances experiences.

Join CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves as they discuss the pillars of a data-driven customer experience. As they set the stage for the Customer Trust & Data in the Digital Age series, the analyst team will dive into their latest research on data-driven priorities.

This session will uncover: 

• Key research on how CX leaders are establishing a data-driven strategy
• Top priorities for achieving a data-driven experience
• Challenges, successes and opportunities for data-powered CX

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Customers demand a seamless, personalized brand experience across all channels. They expect effortless interactions and tailored engagement. Organizations must deeply understand their customers and deliver agile, data-driven experiences to meet these rising expectations. This relies on a solid customer data repository. However, many organizations face challenges with outdated architectures that hinder innovation and the adoption of new capabilities.  

During this session, you’ll learn:

• Real-world strategies for managing your data and orchestrating personalized experiences
• The importance of establishing a data-driven culture around your CX program
• The rationale for the adoption of a platform to manage your end-to-end customer experience
• Tips for achieving the proper balance between automation and high-touch customer service

Kate Hodgins

Senior Director, Product Portfolio Marketing
Nextiva

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Edwin Margulies

Chief Evangelist
Nextiva

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We’re at a pivotal moment in the world of customer service and support. Generative AI technology is poised to help deliver exceptional, highly personalized customer experiences through support interactions. Many companies rightly have considerations around customer trust and data when weighing adoption of AI technologies.

Join Ruth O’Brien, Senior Director, Automated & Proactive Support at Intercom for an exciting and informative conversation around how to address considerations for data privacy and security as it relates to customer support. Discover the most important things to understand around how AI chatbots are affecting data security and privacy across industries, and the way Intercom is approaching these issues when it comes to our own AI product - Fin.

This session will also cover:

● Considerations around collecting and housing customer data for knowledge centers

● Leveraging data for native / custom reporting

● How data can be used to create personalized support

Ruth O'Brien

Senior Director, Automated & Proactive Support
Intercom

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CX leaders are looking to secure these top 3 outcomes: trust, loyalty and advocacy. When looking at each of these goals it becomes clear that each of them is intertwined, there is no one without the other. With all three elements, organizations will be in the position to build meaningful customer connections and long-term relationships.

Eric Rasmussen, Head of Consumer Insights at 23andMe will join this panel discussion and share insights on the key components of trust. To build trust, companies must deliver on their brand promise and make customers feel safe, secure and satisfied. 

Once trust is established, leaders can work to encourage loyalty and even brand advocacy. At a time when customers expect more, organizations must work to create value for customers and establish effective experiences. Companies that deliver on these promises will remain competitive in the long run.

This session will also cover:

• The state of customer expectations and loyalty in 2024
• Establishing productive feedback loops for continuous improvement
• How to leverage customer insight to delight customers

Eric Rasmussen

Former Head of Consumer Insights & UX Research
23andMe

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Overhauling the customer experience program at an established brand is no easy feat. When CX managers develop initiatives to improve their customer experience, they balance numerous variables, and must understand that a significant departure from the norm may erode their customer’s hard-earned trust. 

Emily McEnany, Senior CX Manager at Dr. Bronner’s, joins this session to share her perspective on how to retain customer trust and loyalty while making bold moves to improve customer service outcomes. For a mission-driven brand like Dr. Bronners, trust is everything. 

With today’s customers placing so much value on efficiency, successful brands know to maximize the value of their customers’ data by sharing actionable insights across teams. Of course, the more customer data is leveraged internally, the greater the concern for privacy and protection. 

You’ll Learn:

• Tips for leveraging transparency to bolster customer trust
• How different teams, like PR, OSI, and marketing, work together to make the most of customer listening
• The importance of a multi-faceted help center in bolstering customer education

Emily McEnany

Senior Customer Experience Manager
Dr. Bronner's

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