Customer Experience Leadership Forum
Wednesday, November 10, 2021
Customer Experience Leadership Forum
Customer Obsession Inspired by Intelligent Data
Wednesday, November 10, 2021
AGENDA
|
Beyond Digital Modernization to Digital Transformation
Jitesh Ghai, CPO, Informatica Transformation happens when you fundamentally embrace the challenge of data complexity to streamline customer engagement. Today, organizations of all sizes generate and store an extensive amount of data. Making the best possible use of your data is where its ultimate value is discovered. In this keynote, we’ll share how Informatica’s Intelligent Data Management Cloud creates order from data chaos by managing complexity across the enterprise, natively in the cloud, to realize the benefits of digital transformation in earnest. |
|
Redefining CX with an Intelligent 360 View
Manouj Tahiliani, GVP & GM, MDM & Business 360 Solutions Imagine the possibilities of what you can do with a trusted, actionable 360-degree view of all your data to redefine CX. Now imagine a solution delivered with the agility of the cloud that’s easy to implement and use. With an AI-powered customer view, you can create perfectly timed experiences, deliver next-gen customer analytics, and ensure compliance and privacy. Join Informatica product leaders to discover how to make your data the foundation for every customer-obsessed digital transformation. |
|
How Leaders are Evolving Beyond Customer Experience (CX) to Business Experience (BX)
Gene Cornfield, Managing Director & Global Lead, Accenture CX has become mainstream, leading to a sea of sameness. To offer great experiences, we must change how we deliver them. The emphasis on experience is arguably at its greatest today because the structure of almost everything we do has been upended by world events in 2020 and beyond. In this session you will uncover how to move beyond customer experience to the Business of Experience (BX). |
|
Customer Fireside Chat
Jodi Morton, Global and US Chief Data Officer, KPMG Hear how KPMG is building a data strategy to ensure they have the right capabilities in place to drive digital transformation and meet their CX goals. |
|
Maximize Growth Opportunities with Customer Obsession
Shar VanBoskirk, VP, Principal Analyst, Forrester Customer Obsession is the good idea that is easy to agree with, but hard to do. Forrester’s research finds that customer-obsessed companies have greater revenue growth, more satisfied customers, and happier employees. And yet just 8% of companies are customer obsessed. What holds companies back is not that they don’t understand the concept. Leaders just don’t know how to operationalize customer obsession at their companies and use it to drive growth. Join us to learn:
|
|
Exclusive Hands-On Workshop: Becoming Customer Obsessed Forrester’s Customer Obsession Assessment identifies 21 attributes that associate with improved customer satisfaction and revenue growth. In this workshop, we’ll explain the assessment and help you determine your strongest competencies and roadblocks that might interfere with enterprise-wide customer focus. We’ll also profile companies at different levels of maturity to learn from their good (and bad) practices. This session is a group exercise: Using a Forrester worksheet, you will work independently to evaluate your Customer Obsession Maturity |