Nilay Ranjan Singh
State Bank of India
Chief Executive Officer.
The Future of Omnichannel CX: Seamless Journeys and Unified Experiences
- Emerging Channels Integration: Explore how businesses are blending social media, messaging apps, and voice interfaces into omnichannel strategies.
- Data-Driven Personalization: Learn about the role of AI and analytics in crafting consistent, relevant, and personalized experiences
- Real-Time Engagement: Discover strategies leveraging real-time data for instant responses and dynamic omnichannel interactions
- Unified Communication Platforms: Understand the adoption of platforms connecting customer interactions across channels, breaking down silos.
- Omnichannel Analytics: Explore how advanced analytics tools are providing insights into customer behaviour for data-driven decision-making and continuous improvement.
Frederik Bisbjerg
eData Information Management
Deputy CEO
Digital Transformation Unleashed: Niche Customer Segmentation, Data Explosions, and the Rise of Data-Rich Digital Twins by 2025
- Data Explosion Driving Customer Insight: A 23% CAGR in global data creation (2020-2025) is revolutionizing how businesses understand consumers, erasing the gap between brands and customers.
- Niche Segmentation Redefining Engagement: Leveraging abundant consumer data, businesses are now finely segmenting customers, customizing interactions for personalized engagement.
- Diverse Data Sources Unleashed: Advanced technologies are unlocking new data avenues, from social media to weather analysis, offering businesses a broader and richer perspective on customer behaviour.
- MDM Breaks Information Silos: Leading companies are adopting Master Data Management (MDM) systems to authenticate and consolidate customer details, breaking down data silos and establishing a single version of truth
- Self-Service Analytics Empowering Users: Businesses are embracing self-service analytics to ensure seamless access to high-quality data across functions, empowering users for efficient analysis.
- 2025 Vision: Data-Rich Digital Twins: Anticipating future trends, businesses aim to create data-rich digital twins of customers by 2025, revolutionizing strategic decision-making and predicting CX design effectiveness.
Daniel Sharaiha
Bank Al Ethihad
Chief, Human Capital and Customer Experience
Why a human cantered design and journey is critical for customer experience?
- Why human Centre design is most impactful in customer journey mapping?
- leading process and digital journey with Empathy?
- Why happy employee is happy customer?
- Ensures understanding of customer needs and preferences.
Imaran Kannuti
Banque Misr
Head Ops Digitalization & Transformation
Revolutionizing Customer Interactions: Trends in Conversational AI for Enhanced CX
- Advanced NLP for Human-like Conversations: Explore breakthroughs in Natural Language Processing, enhancing AI-driven conversations with context awareness.
- Multichannel Chatbots and Virtual Assistants: Discover how businesses deploy AI-powered chatbots for instant, consistent, and personalized support across various channels.
- Voice AI for Intuitive Experiences: Investigate the integration of voice-enabled AI, providing hands-free interactions and a more natural customer experience.
- Personalization through Conversational Data: Learn how organizations use conversational data for personalized customer interactions, tailoring responses based on preferences.
- AI and Emotional Intelligence: Explore how Conversational AI is incorporating emotional intelligence to understand and respond to customer emotions, enhancing empathy.
Faran Niaz
HALA
Director Customer Experience
Debunking Customer Experience Myths & Understanding Their Realities - CX5 – CX4.
- Customer Service & Customer Experience are two separate concepts?
- NPS is Just One Measure. Is it the most important?
- Customer Centricity - is it all about customer?
- B2B & B2C experiences are poles apart?
From data explosions to the demand for total transparency, we understand the challenges industry professionals face amidst digital transformation. Discover how emotional intelligence and AI-powered virtual assistants redefine CX, forging meaningful connections with customers. Dive into the evolution of hyper-personalization and the future of omnichannel experiences, unlocking solutions to industry dilemmas. Join us as we navigate the twists and turns of CX, uncovering opportunities for innovation and excellence. Register now and be part of this transformative narrative in CX.