Program Overview

Cracking Tomorrow's CX Code

Real-Time Customer Intelligence for Exceptional Experience

It’s no secret that the last few years have upended the way customers want to interact with companies. They’ve got higher expectations, bigger demands and about a million more choices if one brand doesn’t deliver. And who can blame them? After all, you’re a consumer too, and want exactly the same things:

  • An easy digital self-service experience.
  • Seamless escalation to a real person.
  • Meaningful personalization (hold the overly familiar creepiness, please).
  • Data transparency, privacy and security.
  • Brands with social purpose and awareness.

But here’s the problem: CX technologies and brand strategies that were once tried-and-true marketing staples are now cracking under the weight. The pressure is on!

Our program is designed to help you release the pressure valve and build a modern CX program. It examines the challenges and opportunities marketing leaders face when crafting customer journeys, how to boost revenue-generating metrics such as customer lifetime value and ways to win and retain customers.

We’re taking a close look at factors leading to the acceleration of CX, such as:

  • Balancing personalization and privacy.
  • Fostering brand loyalty/advocacy.
  • Creating hybrid, real-time experiences
  • Harnessing the power of AI, analytics and machine learning
  • Building CX across generations.
  • Making the most of first-party data.
  • Branding with purpose.
  • Evolving digital transformation.
  • Making the most of programmatic advertising.
  • Venturing into the metaverse

We explore how CX has changed since the pandemic, what CX capabilities marketing leaders enjoy today, and where they’re planning to go in the next decade and beyond.

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Curated Facts & Stats

Businesses adopting a “CX mindset” drive revenue 4% to 8% higher than their competitors.

Source: Forbes

70% of Gen Z believe they currently do not receive excellent CX on social media when making a purchase.

Source: MarTech Series

74% of executives say AI has fundamentally changed how they approach CX.

Source: CMS wire

Nearly one-quarter of consumers identify a strong sense of community as the main driver of loyalty to their favorite brands.

Source: Retail TouchPoints

70 percent of senior executives rank CX as a top priority for the coming years.

Source: McKinsey & Company

75 percent of consumers say consistent customer experiences and customer service improve their likelihood to do business with a brand.

Source: MarTech Series

Two out of three Gen-Z individuals prefer to use social media during the buying process in order to ask questions, make purchases and seek post-purchase customer support.

Source: AdWeek

New customer acquisition costs have increased almost 50% in the past 5 years.

Gen Z (46%), Gen X (53%) and Baby Boomer (60%) respondents indicated that real-time help powered by artificial intelligence (AI) has the greatest positive impact on how they view a brand, boosting overall loyalty.

Source: CMS wire

71% of consumers in the U.S. now expect personalization, with 76% admitting they get frustrated when they don’t find it.

Source: Retail TouchPoints
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Curated Reading

Program Themes

  • CX Trends
  • Customer Insights
  • Digital Trends