Creating hyper personalized CX engagement strategies to drive sales in the post Covid era

Current Situation

The current Covid - 19 pandemic situation has brought a new wave of change in consumer behavior, expectations and engagement needs.

With the future being unpredictable it has been a challenge for organization to use past tactics as they do not have the new set of insights in place.

With changes taking place every day, it is essential for organizations to cover new ground, but they need to adjust to the new normal in the shortest possible time.

What is needed?

Organizations need to build up on re connecting with their consumers through expanded digital initiatives by creating a brand which emotionally connects with their needs through tailor made strategies across all channels

Making sure they take advantage of new technologies in place to provide their customers with the best service & brand touch in place through digital transformation.

Why there is an urgent need to recreate your customer engagement strategies?

To create digital customer experience initiatives organizations, need to hurry up with digital transformation initiatives in the customer experience domain.

However according to a report only 12% of organizations in India are satisfied with their digital customer experience initiatives while the rest share that they do not have a Digital Customer Experience strategy in the first place to ever start

That is a critical challenge for them as they do not have context based insights to guide approach for reaching their goals.

Time	Agenda for the Day
02:00 PM - 02:30 PM	Paradigm shift in Customer experience with new normal The COVID-19 pandemic has created some incredible challenges to our daily lives but what will be the wider long-term impacts on consumer behavior and how will it impact the change in customer experience. With this current world situation organizations will have to keep up and make sure that through digital transformation and strategic changes. This session will help executives to learn on what has changed what is that they need to do.
02:30 PM - 03:00 PM	Key steps for creating the right team & career in Digital Customer Experience domain Presentation Session - (30 Minutes – 20 Minutes PPT + 10 Mins Q&A) Before organizations start implementing technology across various levels to facilitate customer experience & service initiatives it is highly essential that Chief Experience Officers & HR Leaders focus on the type of people they would like to have in their team because customer experience & service is a job which requires good communicating skills as well as patience. It is also essential that L&D as well as HR heads understand the importance of upskilling their current customer service team and helping them to successfully navigate their careers. Creating the right hiring strategy. Upgrading Skills of Existing employees. Changing careers - How an Operations officer can makeshift to a chief customer experience officer.
03:00 PM - 04:00 PM	Overcoming Business Challenges & Pain Points Around CX Panel Session - 60 Minutes – 45 Minutes discussion + 15 Mins Q&A This discussion will help you link ROI to the hard work put into customer experience projects & identify the key measures which correlate to CX projects: How the covid – 19 situation have left a lasting impact on Customer Experience domain Understanding the value of different customer segments Customer experience ROI: step by step framework for measuring CX success
04:00 PM - 04:45 PM	Breakout Sessions Breakout Sessions - (45 Minutes each) Session 1:- Creating a culture of costumer centricity. Helping organization to drive pre & post sale to drive repeated business Enhance customer loyalty programs Put customer satisfaction ahead of everything else Session 2:- Creating memories & not only transactions for customers through multichannel experiences. Multichannel in the age of digital CX Three keyways of creating better channel experiences: relevant, convenience and socially connected Bring together mobile, instore and online technology, data and innovation Session 3:- Micro segmentation the critical way for better digital customer experiences Customer segmentation vs. personalization The four categories of segmentation: demographic, geographic, psychographic and behavioral Micro-segmentation: the best way to identify who your buyers are, how they behave, and what matters to them