Free Online Event | 31st August and 1st September 2021

Name: CXN Live: Omnichannel CX 2021
Start: 2021-08-31
End: 2021-09-01

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Featured Speakers

Jennifer Borchardt

Director of Omnichannel Experience and Strategy

U.S. Bank

Stephanie Shaffer

VP/Customer Experience Design, Omnichannel

UMB Bank

Synthia Padala

Sr. Product Manager

Macy's

Saki Takeda

Director, Product Management

Netflix

Gio Bryden

Director, Customer Success

Acquire

Norm Alegria

Director of Guest Care

Dufresne Group

Scott Draeger

VP of Customer Transformation

Quadient

Andrea Tucker

VP Product Marketing

Quadient

Chris Cummings

Director of Product Management

Precisely

Kathrin Bohnert

Senior Manager of Customer Experience

LogMeIn

Adam Taylor

CEO

VeriCall Solutions

Bobby Stapleton

Senior Director, Human Support

Intercom

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Increasing Customer Acquisition, Retention and Experience through Omnichannel Integration

Customer research shows that organizations with a poor omnichannel strategy retain just 33% of customers, while brands with effective omnichannel engagement programs keep 89%.

Central to the success of these omnichannel programs is not only ensuring you have the right mix of contact channels, but that they are effectively integrated and the experience is consistent across all channels.

With that in mind, CXN Live: Omnichannel CX 2021 will be focused on:

Developing a single view of the customer to enable a consolidated view of customer touch points
Enhancing personalization by providing communication channels that mirror customer preferences
Integrating customer service agents with digital channels to ensure that the human touch is still prevalent in the interactions that matter the most
Utilizing Customer Journey Mapping to identify the unique interplay between different channels of those looking to buy your products and services
Leveraging customer data generated from different touch points to optimize the end to end customer experience

OMNICHANNEL CX 2021 AGENDA

31st August

09:00 ET
Fireside chat: 101 on Implementing an OmniChannel Strategy
Saki Takeda, Head of Product Management, Netflix

10:00 ET

Next-Level Omnichannel: How Going Digital Lowers Service Costs While Increasing Satisfaction
Gio Bryden, Director of Customer Success, Acquire
Norm Alegria, Director of Guest Care, Dufresne Group

11:00 ET

Session Reserved for Intercom
Bobby Stapleton, Director of Customer Support, Intercom

12:00 ET

5 Ways to Leverage Omnichannel to Improve Customer Experience, Engagement and Retention
Adam Taylor, CEO, VeriCall

13:00 ET
Humanising the DX to Define a Successful UX
Jennifer Borchardt, Vice President, Omnichannel Experience & Strategy | Wealth Management, US Bank

1st September

09:00 ET

Fireside chat: Utilising Empathy and JAD sessions to Develop a 360- Degree View of the Customer
Synthia Padala, Sr. Product Manager, Macy’s

10:00 ET

Mind the Gap: Avoiding Common Mistakes when Interacting with Customers
Scott Draeger, VP Digital Transformation, Quadient and Andrea Tucker, VP Product Marketing, Quadient

11:00 ET

The Elusive Omnichannel Advantage – How to make the complex simple with scalable technology
Chris Cummings, Principal Product Manager, EngageOne, Precisely

12:00 ET
The Role of the Call Center in Transforming Omnichannel Experiences
Kathrin Bohnert, Senior Manager of Customer Experience, LogMeIn

13:00 ET

Case Study: UMB prioritizes agility to exceed customers’ expectations
Stephanie Shaffer, VP Consumer Experience Design, Omnichannel, UMB Bank

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