Phrases such as contactless, seamless, hyper-personalization have become ubiquitous as customers continue to demand deeply personalized engagements and want to buy from brands that match their values. Technology transformation is critical in delivering a winning customer experience (CX) approach.

In this session, we’ll address emerging technology and business megatrends that define the next era of CX including:

The impact CX is having on the technology landscape including legacy modernization, ESG programs, industrializing connected ecosystems and supply chain resiliency.

The role of cost optimization in delivering operational efficiency and value realization

The consumer expectations that are driving new tec

In this session, we’ll address emerging technology and business megatrends that define the next era of CX including: 

• The impact CX is having on the technology landscape including legacy modernization, ESG programs, industrializing connected ecosystems and supply chain resiliency.
• The role of cost optimization in delivering operational efficiency and value realization
• The consumer expectations that are driving new technology outcomes

The San Francisco Giants strive to be champions, on and off the field. And championships on the field almost always translate to butts in the seats. But you can’t always control the wins and the losses. So how do you keep fans (i.e. customers) engaged when the quality of the product isn’t always championship caliber? 

Join Bill Schlough, Senior Vice President and CIO of the San Francisco Giants, in this keynote session to hear the Giants’ story. 

Join us for this fireside chat to understand the enterprise CX stack and how it can help you achieve differentiation amid the generative AI arms race. We will discuss some common pitfalls in CX rollouts and how to avoid them. We will touch upon existing and emerging classes of customers and how to cater to their experiences with your platforms. As with everything, customer experience must be secure, cost effective, ensure privacy, and be adaptive. We will explore how to balance out investments across these concerns and how an early-stage Silicon Valley investor navigates these decisions.

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

Digital experiences continue to account for far more service interactions now than in the past.  To meet and exceed expectations companies have embarked on Digital transformation journey however Digital transformation alone does not guarantee exceptional customer digital experience

We continue to see that enterprises who have an emotional connection with customers by being fully engaged are successful not only in improving revenue but also build better relationship with their customers.

In this session, we will focus on

• Key Drivers of Customer Experience  
• Unique Customer Experience Challenges
• Ways to Humanize Customer Experience 
• Exceed Customer Experience Expectations

The Pandemic placed unanticipated demands of providing contactless and seamless experiences to customers as they traverse through their journey with a brand. Many of these journeys had to move from a physical to a digital experience, but what did we lose out on when this happened, and how are organizations coping with a lighter touch on the physical side?  How do we humanize our digital experiences, to ensure that we can still build loyalty, through moments of brilliance and ensure we succeed in a new digital ecosystem of capabilities.

Join us for an exclusive deep dive into Intermedia's proven track record of delivering seamless customer experience to its clients. From the initial sales cycle to post-sales support, discover how Intermedia defines, prioritizes and tracks its customer experience journey. Our speaker will reveal how Intermedia has adapted to the new post-COVID landscape and pushed the envelope of customer experience with emerging technologies and robust processes. Don't miss this opportunity to stay ahead of the curve and take your business to the next level.

Entrepreneurs behind innovative solutions will each present pitches on why their technology is best and how it will add the most value to business. After some tough questions from our judges, the audience will have their chance to vote on which technology they are more likely to implement within their own organizations. Who should win this startup challenge?

The pandemic affected a quantum jump in the way enterprises operated. The last three years transformed remote working and redefined what is expected by customer and employee experiences. As part of this sudden change, the vast majority of enterprises successfully placed much of their applications and infrastructure in some form of cloud. As a consequence, the amount of data to be managed increased exponentially. Paramount in today’s new reality, enterprises must build seamless integration of data and human experience using technology. ISG expects topics like Data+CEX, consumer-centric AI ladder, sentiment AI, data concierge, human-data interface and leveraging the data capital to be critical to success as we begin planning for 2024.

The fascination with big data, statistical averages, and algorithms is in opposition to the quest to cultivate lasting customer loyalty based on positive emotional experiences, creating inherent tension. This tension needs to be resolved by any business which wants to win the hearts and minds of the customers of today and tomorrow. You need to treat customers as people instead of just numbers.  

Increasingly, internal and external customers are becoming more digitally savvy and technically proficient. They are also wearing the badges of platform participant, citizen data scientist, developer etc. We need to provide for typical CX expectations and layer on innovative approaches to include the following:

• Platform experience best practices to effectively build network effects
• Harnessing and nurturing developers using best in class interactions
• Privacy, Security, and Governance

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business

Digitization has enabled customer ecosystems that intrinsically drive brand loyalty and engagement. While these ecosystems are designed to inform behavior, preferences, and the customer journey, the real value is in leveraging them to increase trust and drive brand loyalty. Achieving such an ecosystem requires safe and consistent customer experiences, as well as a unique approach that sets your brand apart. In this panel, we dive into how organizations are achieving such winning customer ecosystems.

IBM has a long and storied history of innovation in the field of artificial intelligence, from the earliest days of Watson to the cutting-edge developments in generative AI today. In this presentation, we will explore the ways in which IBM's history of AI innovation has led us to the forefront of the generative AI revolution, and the impact that this technology is having on the employee and customer experience. We will discuss the practical applications of generative AI in enhancing customer service, streamlining internal processes, and empowering employees to be more creative and productive. We will also examine the ethical considerations and potential pitfalls of using generative AI in the workplace, and how IBM is addressing these issues.

How can brands operationalize their ESG strategy effectively by leveraging technology to reduce carbon footprint, enhance operational efficiencies and increase top line. Walk away with an understanding of today’s automation and how it can quickly bring significant value to your organization.

ESG has taken centerstage, not just due to regulations and compliance but also due to customer expectations. Customers want to buy from brands whose values reflect their own - carbon footprint reduction, DEI and modern slavery. As brands start looking at engaging with their customers, providing that experience responsibly and sustainably will be the next bastion of meaningful engagement. How can organizations drive multiple outcomes from their ESG programs even as they adapt to the customer demands in this area? 

• Learn the good, the bad and the ugly about how your EX has direct impacts on your CX
• Share tips and tricks on not only how to enhance BOTH your EX and CX but also retain your TOP talent and customers
• Hear meaningful story-telling with FACTS

The Customer Experience starts with the Employee Experience. This panel will discuss why Employee Experience, Aquisition and Retention are critical when designing Exceptional Customer Experiences. Even with AI and bots exceptional employees are required to maintain and build exceptional customer experiences. But what really is “EX”? How do you qualify and quantify EX? What does the ultra-senior CX leader do, and more importantly, NOT do to cultivate and manage a successful EX strategy? 

Many conferences and summits are good networking events, this session however will turn information into action. Through a moderated design thinking workshop, ISG will lead the event through a session where every attendee can leave with actionable outputs customized to your own organization. Using a mass customized approach, we will walk through a co-creation methodology where you will translate what you've seen, heard and experienced into something real for your organization to make real change.