Virtual Conference Series

DX Summit

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

11:00 AM – 1:30 PM (UTC-05:00) Eastern Time (US & Canada)

Hear from industry experts

Tony Byrne
Tony Byrne
President
Real Story Group
Kristine Dery
Kristine Dery
Research Scientist, Center for Information Systems Research (MIT CISR)
MIT Sloan School of Management
Rana el Kaliouby
Rana el Kaliouby
Author
Girl Decoded
Michelle Johnston Holthaus
Michelle Johnston Holthaus
EVP, Chief Revenue Officer & GM, Sales, Marketing & Communications
Intel
Americus Reed II
Americus Reed II
The Whitney M. Young Jr. Professor of Marketing, Co-Founder of Persona Partners
The Wharton School
Kara Swisher
Kara Swisher
Host of the "Sway" Podcast
New York Times Opinion

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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