Round Table: Moving existing customer communications to true Customer Experience Management

Customer eXperience (CX) has never been more important for customer acquisition and retention. Today customers switching from one supplier or service provider to another has become very easy, with customers being encouraged to shop around as competitors fight for their business. High quality Customer Experience Management (CXM) is a major competitive advantage, driving revenue growth and securing customer loyalty and advocacy. Key to providing a modern customer experience is consistent omnichannel experience, however, orchestrating a cohesive, contextual experience that meets brand standards, achieves business goals across all channels and touchpoints, while it delight customers, is extremely challenging. What structural changes must enterprises undergo to achieve digital maturity and evolve from CCM to CXM?

The good news is that most companies already have some digital experience solutions in place. In fact, they often have multiple siloed solutions serving the same purpose. That means you likely not only already have a foundation to build upon, but also low-hanging fruit to cull for early optimization wins and cost-savings. How do you combine these customer communication capabilities seamlessly?

Over the last 18 months, organizations across the globe have taken unprecedented steps to expand their digital interactions with consumers. This historic acceleration has been driven both by the necessity to accommodate the realities of a remote workforce and by a desire to meet evolving customer demand for personalized, interactive communications that transcend channel. While customer acquisition through marketing remains an important factor, top management at four out of every five businesses Opentext has surveyed reported that their top communications priority is to boost customer retention by crafting superior interactions that improve customer experience (CX), enhance engagement, and ultimately boost customer lifetime value. How can your organisation unite all scattered information and provide all customer-facing teams with quality data and tools?

Because many organizations face these challenges, we are hosting the Round Table: ‘Moving existing customer communications to true Customer Experience Management’. This knowledge session will be held on Tuesday January 17th from 18.00 till 21.00 hrs. During this session we invite you to spar and discuss with your peers. We would like to help you gain new insights and discover opportunities by sharing knowledge and experiences.

Topics:

• What challenges have you faced in taking customer and business on the digital journey?
• How can your business move to improved better CXM whilst keeping the current operational requirements running?
• How can your organisation evolve from CCM to CXM?

This Round Table is made possible by knowledge partner OpenText. Based on their specific expertise and experience with the discussion topics, they will gladly share their knowledge and experiences with you during the substantive discussion.