Expectations for executives leading their companies’ customer experience (CX) efforts seem to grow every day. From driving sustainable growth, to aligning your teams and integrating your technology, to empowering employees to do their best work, there’s more on your plate than ever. Meanwhile, customer expectations can feel like a moving target that only goes up. Buyers today are digital first, becoming more informed, more comfortable switching between channels, more likely to ignore anything that doesn’t feel authentic, and they expect businesses to follow their lead.
To stay relevant to customers, many leaders are rethinking their approach to CX at every touchpoint. Relying on customer relationship management (CRM) to drive sales simply won’t cut it anymore. You need to connect customer insights and data across your organization—sales, marketing, and service—to meet customers where they are and capitalize on every opportunity.
That’s why I’m excited to invite you to Customer Experience Reimagined, a digital event on October 26. Learn about the latest trends shaping CX today—and tomorrow—with Judson Althoff, Executive Vice President and Chief Commercial Officer at Microsoft. He’ll share his perspective about what CX leaders are facing, how they energize employees by simplifying fragmented and complicated systems, and what it means to be a digitally connected enterprise with unified, enriched data.
Hear insights straight from the experts
Customer Experience Reimagined will give you a window into what other CX leaders are thinking, with strategies to help your business adapt to a changing landscape. Learn about the evolution of CRM, along with critical technologies and skills from leaders who are shaping their customer experience strategy:
Constellation Research Founder and CEO Ray Wang—author of Everybody Wants To Rule The World: Surviving and Thriving in a World of Digital Giants—will join Constellation Research Vice President and Principal Analyst Liz Miller to discuss the importance of AI, analytics, and automation for shifting from real time to “right time” personalized experiences.
Accenture Senior Managing Director John Bolze will share insights from a new report by Accenture, The Human Paradox, including how 95 percent of C-suite executives say customers are changing faster than businesses are able to adapt. John will talk about why overcoming this crisis of relevancy requires shifting from a customer-centric strategy to a life-centric strategy.
Valencia Club de Fútbol (CF) Director of Innovation in charge of Digital, Business Intelligence/Analytics, and Fan Experience Franco Segarra will discuss how to create more meaningful fan experiences, increase attendance, and improve game day experiences with a data-centric approach.
Eika Director of Business Applications Atle Riksfjord, Northrop & Johnson Director of Technology and Intelligence Keith Perfect, and Accenture Song Global Lead Social & Emerging Channels and author of Human-Driven Experience: The Battle for Trust in the Digital Age Robert Harles will lead a roundtable discussion on how to kick-start your CX transformation and guide your company to deliver more personalized, intentional, and relevant experiences.
Learn key lessons from Microsoft’s modern marketing transformation
Get the inside story of our own CX transformation from Stephanie Ferguson, Microsoft Corporate Vice President, Global Demand Center, as she shares the vision for our Commercial Customer Platform to meet the changing expectations of customers in the business-to-business (B2B) space. Stephanie will show how we help our marketers and sellers around the globe engage our customers with greater relevancy, clarity, and purpose.
You’ll also hear our technology vision from Charles Lamanna, Microsoft Corporate Vice President, Business Applications and Platform, along with Lori Lamkin, Microsoft Corporate Vice President, Dynamics 365 Sales and Marketing. They’ll talk about how we’re helping companies connect data from hundreds of business applications and deliver AI-enabled insights to sellers and service agents with automated tools that give them more time to spend with customers. The Microsoft Customer Experience Platform combined with the new seller experience application Microsoft Viva Sales helps companies unify and automate, so they can scale their customer experience investments to get customers to “yes” faster.