All times listed in EST
Yuko leads the Customer Experience metrics team at AARP to better define and measure success in a balanced way at the crossroads of customer experience and business outcomes. This session will discuss how balanced scorecards using CX metrics can tell us what customers are feeling during their journey as well as the results of that experience. This well-rounded story provides powerful insights to achieve balance between enhancing customer experiences and delivering business results.
Journey maps are more than just a handy visualization tool for rooting out gaps and pain points in the customer experience. Join this panel as we discuss how to address stumbling blocks that create undue effort in the journey while better understanding the underlying intent driving customer interactions. Learn how to design effortless journeys that yield lasting loyalty and sustainable growth.
Digital transformation is a journey, not a destination. The key for all B2B companies is to constantly look for better ways to serve customers and provide quality self-service options. Jason will discuss how to provide relevant content and increase the number of channel opportunities to make artificial intelligence a functional driver of results.
Patients are more interested than ever in taking ownership over their healthcare experience. Digital Health has become a necessity to support individuals along their patient journey. In this session, Doug will discuss:
The ability to collect, analyze and act on available data is increasingly vital to any customer-centric success. Companies must learn how to initiate meaningful conversations with consumers and tailor communication catering to unique interests and behaviors. Join this group as we discuss key strategies for building a customer-centric, data-driven operating environment.