CX Network’s research found that customers’ demand for convenience is the consumer behavior trend having the biggest impact on CX practitioners’ roles. In this context, brands must rethink how they engage, educate and convert customers across multiple touchpoints. Achieving this requires a seamless omnichannel strategy that personalizes outreach, anticipates customer needs, and, when leveraging emerging technology, fosters trust.

In this session we will be joined by long-time CX expert MQ Qureshi, currently Head of Direct-to-Consumer Strategy and Sales for BlueCruise at Ford Motor Company, as we explore the real-world challenges of optimizing digital customer journeys, breaking down silos across teams and channels and balancing automation with human empathy. We will delve into how MQ has, throughout his career, implemented digital CX strategies to drive new technology adoption, improve engagement and measure success beyond “vanity metrics”.

Attendees will learn:

• Designing customer journeys that convert: Drawing on experiences throughout his career, learn how MQ approaches omnichannel management and customer journey design to drive engagement and long-term retention.
• Overcoming omnichannel challenges: Explore strategies for aligning teams, optimizing resources and ensuring consistent CX across channels.
• Measuring what matters: Discover how to measure the true impact of your digital CX efforts, focusing on meaningful engagement and conversion rather than vanity metrics.