Virtual Conference Series

DX Summit

February 25 | May 27 | July 29 | October 28 & 29

11:00 AM – 1:30 PM (UTC-04:00) Eastern Time (US & Canada)

Hear from industry experts

Sean Albertson
Sean Albertson
Head of Client Experience Measurement & Analytics
Charles Schwab
Tony Byrne
Tony Byrne
Real Story Group
Rana el Kaliouby
Rana el Kaliouby
Girl Decoded
Michelle Johnston Holthaus
Michelle Johnston Holthaus
EVP, Chief Revenue Officer & GM, Sales, Marketing & Communications
Americus Reed II
Americus Reed II
The Whitney M. Young Jr. Professor of Marketing, Co-Founder of Persona Partners
The Wharton School

Series Schedule

DESIGN: Listen, Analyze and Model 2021 CX

  • Building a holistic, high-impact customer experience practice
  • Design thinking: Fundamentals and practical applications
  • Best practices for personas and customer journey mapping
  • Integrating Voice of the Customer (VoC): Platforms, practices, case studies
  • Your insights suite: Journey analytics, behavioral, explicit, shadow customer voice
  • Designing for measurement: Selecting metrics, modeling dashboards, connecting KPIs

ORCHESTRATE: Raising Your Relevance, Advancing Omnichannel

  • Building a crawl-walk-run roadmap for omnichannel, personalized experiences
  • Orchestration foundations: Journey discovery and iterative mapping
  • Strategies and architectures for data fusion and silo busting
  • The role and future of AI in journey orchestration and real-time decisioning
  • Prediction modeling and attribution for ROI impact
  • Case studies of empowered customer service organizations
  • Customer Data Platforms: Landscape, categories, trends, facts and myths

BUILD: Effective, Agile Tech Stacks & Operating Practices

  • Operational agility: Definitions, practices, roadblocks
  • How technology can enable or inhibit agility
  • Understanding the modern DX stack: Marketing Clouds, DXPs, CDPs, Journey Orchestration and Customer Voice
  • The benefits and limitations of behemoth marketing clouds
  • Why only 11% of practitioners are happy with their tools
  • Leveraging AI/ML while enhancing customer trust – where it fits

OPTIMIZE: Culture, Insights, Experimentation & ROI

  • Fostering a culture of creativity and experimentation
  • Case studies in scaling testing and experimentation
  • Learning from AI: How black boxes share insights • Journey analytics practices to reduce friction
  • Using customer surveys effectively for journey refinement
  • Enhanced journey visibility with visualization and dashboarding
  • Measuring impact: Connecting key moments with KPIs

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