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Customer Experience Forum 2020
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- Merging Agile Principles with
CX Innovation when designing the business strategy.
- Shifting from storytelling to
storymaking for empowering trust-based customer relationships with Gen YZ.
Making the best out of IoT
through micro-segmentation, predictive analytics and complaints prevention.
Using behavioral economics
for context-driven interaction and services.
Investing in Voice of the Customer programs and strategising upsell/cross-sell.
Going beyond NPS and
market standard KPIs with Journey Analytics to generate more value.
Managing multi-channel CX,
upgrading CRMs & apps for on-the-go customers in the 5G era.
Building a contemporary
People Culture and creating Employee Advocacy Programs.
Managing B2B customer
experience challenges and leading the overdue market change.