The power of customer data is all around us, and this unfiltered opening keynote will prove just that. Join CEI analysts Brian Cantor and Christine Ducey as they offer an unscripted, live, possibly controversial take on some hot, real-world topics in customer engagement – Taylor Swift’s record-breaking new album, the highs and lows of the Tesla customer experience, influencer marketing, authenticity, failed examples of personalization, and more. Along the way, they’ll reveal questions you can ask – and lessons you can adopt – as you work to elevate your customer intelligence strategy.

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According to Deloitte our world is now clearly defined not as “human vs. machine”, or even “human+machine”, but rather as “human with machine.” Most businesses are in the early stages of recognizing the full opportunity of ML (machine learning) and AI (artificial intelligence) to drive real value and measurable ROI in their day to day processes. The contact center, however, is an exception.

This session will take a look at AI-driven analytics and behavioral models specifically built to improve CX and customer satisfaction in the contact center. The ability to capture, analyze and measure every single customer interaction has never been greater – or more necessary. Machine learning enables brands to measure the KPIs such as sentiment, call length, and, average handle time (AHT), that impact overall CX.

 This session will provide you with 3 takeaways about how AI-driven data enables better CX:

- ability to improve overall agent performance via behavioral analysis

- ability to improve coaching effectiveness and performance

- ability to identify root causes and capture relevant insights for complete performance.

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How do you ensure your customers feel heard, understood and valued? By consistently demonstrating customer centricity through authenticity, transparency, empathy and personalization at every touchpoint.

Of course, the only way to know who to target, and when, where and how to target them, is data — and data can be overwhelming. Your solution is the CDP.

Learn how the customer data platform turns tracking info into customer success.

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Attracting interest in a tool or product may be the easy and fun part of building a business, but converting inquiries to purchasers is when it gets hard. So many brands today continue to struggle with acquiring, converting, retaining, and creating loyal customers for life. Yet leading companies across the globe seem to be accomplishing all of that and then some. Want to know how? Join Karen Naves, Tealium’s SVP of Global Demand Generation, for this lively and engaging discussion.

You’ll Learn:

How to develop a brand’s top personas and ideal customer profiles (ICPs)

Key strategies to acquire and engage the right customers

Proven campaigns to retain and delight your audience

Cross-sell campaigns that’ll wow the socks off of your top accounts!

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