In today’s attention economy, brands have a limited window to captivate and engage their customers. With businesses increasingly requesting customer data, it is crucial that organizations justify data collection by proving its value. Personalized rewards and marketing, leveraging customer data, provide tangible benefits for both enterprises and consumers and deepen brand relationships. Transparent communication about the benefits of data collection is essential for building trust and retaining customers.

However, determining the right level of personalization can be challenging, as segmentation requires significant effort. In this session, Jakub Krzakala, Global Loyalty Growth Lead at Shell, will join us to discuss the complexities of customer data segmentation for personalization. We will explore effective strategies for engaging customers and building trust, ultimately driving retention in the competitive attention economy.

Attendees to this session will learn:

• Deciphering segmentation for personalization: Understand the challenges of data segmentation for personalization and learn how to determine the appropriate depth for effective customer engagement.
• Building trust through transparent communication: Discover strategies for transparently communicating the benefits of customer data collection, fostering trust, and increasing customers' willingness to share their data.
• Driving engagement in the attention economy: Learn how to use personalization to captivate and retain customers, enhancing engagement and loyalty in today's fast-paced attention economy.

---

You have the technology platform, large language models (LLMs), and use cases ready for implementing AI within your customer experience (CX) automation strategy. But what about the team itself? Stakeholder alignment and cross-functional collaboration are crucial to turning your use cases into success stories. Join Ram Swery, VP of GTM and Frank Schneider, AI Evangelist from Verint, as they uncover strategies for optimizing AI-driven CX automation projects.

This session will delve into team dynamics, collaborative tools, and training considerations, all backed by real-world examples the delivered proven task automation success and frictionless CX within Contact Center and Customer Experience initiatives.

Key Takeaways:

• Utilizing VOC data and insights help build the foundation for AI applications and solutions
• Leveraging external consultancies in conjunction with in-house team members
• How to measure friction or removal of friction in a digital customer journey

 

---

---

Across the world of experience management, unstructured feedback presents both challenges and opportunities. While it is difficult to analyze efficiently, once understood it can deliver a wealth of unparalleled insights into established, new and emerging customer trends.

Wellstar, the largest and most integrated healthcare system in Georgia, collects hundreds of thousands of open-ended responses each year from patients and employees across hundreds of offices and hospital locations. This feedback captures critical aspects of patients’ experience from the most personal, emotional and consequential moments of their lives, but limitations of traditional analysis make it difficult to comprehend let alone action the insights they contain.

Now the organization is using AI to make unstructured data a “first-class citizen” for analysis, using it to shape actionable strategies to improve customer experience and healthcare services. Artificial intelligence allows Wellstar to truly put human experience at the heart of its approach to delivering an exceptional patient experience.

In this session, Wellstar's Director of Consumer Insights & Patient Analytics, Alicia Alonzo, will share the organization's journey toward enhancing patient experience through an enterprise-wide AI initiative. The session will delve into Wellstar’s approach to data analytics and human understanding, the operational challenges and benefits of AI adoption, and the significant impact Wellstar has recorded on areas such as employee engagement and access to care.

Join us for an insightful conversation on how AI is revolutionizing patient experience at Wellstar – and how you can apply the learnings to CX.

Attendees will learn:

• How to leverage AI to efficiently analyze unstructured feedback data, uncovering deep insights into human understanding, customer trends and sentiments.
• Strategies for managing change and driving AI adoption in large, distributed organizations.
• Practical approaches to delivering actionable, point-of-service insights across thousands of stakeholders. 

---

---

---

$3.7 trillion in annual revenue is at risk due to poor customer experiences, according to a recent Qualtrics survey. For many companies, digital CX is their key differentiator.

However, CX is often misunderstood and lacks clear ownership across organizations. Various stakeholders handle different parts of CX, with many more overseeing the underlying content and knowledge that customers and prospects seek across your digital channels.

So, how can teams prevent revenue loss from disconnected, siloed experiences? AI and GenAI offer scalable solutions to unify and personalize the digital journey.

Join this session to:

• Uncover 5 distinct use cases for AI & GenAI across CX
• See real GenAI examples & ROI from enterprises
• Dive into analytics and insights to help improve digital experiences

---

---

With 350 million active users and only 2,500 employees, Roblox faces unique challenges in managing and understanding its vast and complex platform. Lauren Cheatham, Principal Quantitative UX Researcher at Roblox, has spearheaded the development of quantitative research systems and processes from scratch to scale, transforming how the organization interacts with and understands its creators. Representing a new discipline in an organization requires an energetic and empathetic approach that accounts for the varying priorities of departments and colleagues.

In this session, Lauren will share her journey and the strategies she employed to establish robust quantitative research practices at Roblox. She will delve into the importance of tracking metrics to add essential context to survey responses, building compelling data models that provide accurate and holistic insights, and ensuring stakeholder buy-in to implement research-driven improvements.

Attendees will learn:

• Effective strategies for gaining stakeholder buy-in: Learn how to emphasize the importance of tracking metrics and contextualizing survey data with customer behavior to gain full organizational support.
• Building a holistic view of customer sentiment: Discover how to develop sampling strategies and models that provide a comprehensive understanding of customer and user experiences and the impact of product and service changes.
• Fostering data literacy and collaboration: Understand the significance of organizational data literacy and relationship-building across departments to tailor research approaches and create allies across departments.

---

In the ever evolving landscape of customer engagement, with companies constantly competing for consumers’ attention, creating authentic connections with customers is more important than ever. It makes sense, then, that ‘customer engagement’ was recently listed as a top investment priority by 24 percent of respondents in CX Network’s Global State of CX 2024 survey. Donna Orman, Senior Director of Customer Loyalty for EMEA at Nike, is joining us to share insights into how she leverages data and personalization to build meaningful relationships and drive customer engagement. Having overseen loyalty programs with more than 50 million members throughout her career, Donna’s approach is designed not just to drive transactions but to foster deep, authentic connections with the brand through delivering valuable content to consumers, based on internal research.

In this session, we will delve into how data analytics are used to personalize customer experiences and make informed decisions that drive value for customers and business alike. Our discussion will address the balance between data-driven strategies and building authentic connections, highlighting innovative approaches such as the adoption of advanced personalization technologies and the integration of emotional loyalty drivers into overall marketing strategy.

Attendees to this session will learn:

• Data-driven personalization and decision-making: Learn how translating customer data into actionable insights can personalize experiences and determine the next best actions to enhance customer engagement.
• Innovative engagement strategies: Explore unique loyalty and personalization features, including free events and exclusive access to products, designed to foster a love for the brand and drive customer loyalty.
• Building authentic brand connections: Understand how combining storytelling and brand connection within engagement programs can create meaningful relationships with customers, driving loyalty and extending wider brand narrative into marketing strategies.

---