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
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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