Start your day off right with a tasty breakfast to fuel both your body and your mind!

Welcome to Day 2 as our chairman sets the tone for another day of insights, collaboration, and inspiration.

A forward-thinking customer experience strategy is the key to success – and it needs to be more than just adaptable; it must be future-proofed. To ensure your business thrives, not merely survives, we provide you with the blueprint for navigating the unprecedented CX terrain. We’ll explore the latest technologies and connectivity innovations that are reshaping how consumers interact with their favorite brands. Align your strategy with the future of consumerism and ensure your business is staying ahead of the curve.

Navigating customer needs demands finesse and precision. Without the guidance of a CX playbook, staying afloat amidst these changes can be challenging. However, with strategic direction, you're not just keeping pace – you're positioned to thrive. In the following session, Dennis Wakabayashi, known as The Global Voice of CX, unveils his 2024 CX Playbook, offering straightforward frameworks for understanding and applying both inside-out and outside-in CX perspectives. Learn to navigate internal team dynamics and harness customer feedback to drive your initiatives forward. Whether you're shaping CX strategy or enhancing customer engagement, this session equips you with the essential tools for success in the evolving landscape of customer experience.

When we are transforming the customer journey to optimize their experience, we’re asking customers and employees to change. External and internal change management is an often-forgotten ingredient to achieving the full value of a CX initiative. In the following session, we'll discuss the benefits of infusing change management principles to the customer experiences you are driving and the impact that it will have on delivering on the full value of your initiative to your employees and customers.

Stretch your legs, mingle and grab a refreshment on ISG!

The future is now, and its reshaping today's customer journey. As businesses race to stay ahead in a rapidly evolving digital landscape, tomorrow's technology is the catalyst for transformation. We'll dive into the futuristic technologies that are elevating today's customer experience. Discover how AI, augmented reality, blockchain, and other innovations are driving a new customer-centric normal. We explore what's on the horizon and learn how to harness these advancements for a transformative customer journey in the present. Don't just keep pace — lead the way into the future of CX.

"Hi [First_Name]" just doesn't feel authentic anymore. However, one strategy that is not just gaining traction, but fundamentally redefining customer-business dynamics is hyperpersonalization. No longer are we in the era of one-size-fits-all; contemporary consumers demand experiences carefully tailored to their unique needs and preferences. In the following session, we highlight the importance of hyperpersonalization and why it should occupy the core of your CX strategy in 2024. Discover the core significance of personalizing interactions, the transformative role of AI, and its tangible benefits in terms of fostering next level experiences and brand loyalty. We equip you with the strategies and technologies needed to thrive in this data-driven, hyperpersonalized era, outperform competitors, and create lasting connections with customers.

Change is inevitable, especially in today’s rapidly evolving landscape of technology and innovation. Whether your organization is diving into AI, AR, VR, SaaS, or developing its own tech solutions, one thing remains constant, Change. But here's the catch: while many organizations focus on investing in technology, it's equally crucial to invest in your people. Research shows that over 70% of transformations fail, highlighting the importance of nurturing your team alongside implementing new technologies. In this session, you'll discover how to seamlessly integrate all key components of a transformation. By pulling together people, processes, and technology, you'll be equipped to navigate and deliver a successful transformation. Join us to unlock the strategies for achieving transformative success. 

Take the opportunity to join a roundtable discussion and delve into a deeper discussion around selected topics with fellow attendees.

Today, consumers demand nothing less than a consistent and seamless experience across all touchpoints. Spanning the realms of online, in-person, social media, and brand applications, they seek the fluidity to transition effortlessly from one channel to another, increasingly mixing media within a single transaction. Surprisingly, almost 75 percent of consumers express their desire for a fusion of physical and digital channels, reflecting a significant shift in customer expectations. Are you meeting their needs? From reshaping the very essence of customer interaction to creating a holistic customer experience that fulfills their multifaceted needs, this session paves the way to thriving in the complex world of modern consumerism.

It’s no secret technology is the driving force behind transforming customer convenience and engagement. From the intricacies of personalized marketing strategies to the seamless integration of online and offline channels, companies must harness the prowess of SaaS, AI and other technologies to usher in a new era of customer experience. This following session explores the exciting ways businesses are leveraging technology to provide unparalleled convenience and engagement - and how these innovations are positioning companies at the forefront of the digital era. We unravel the possibilities, sharing strategies and insights to empower your organization in this tech-fueled future.

For over 32 years, the Americans with Disabilities Act (ADA) has been a cornerstone of ensuring accessibility. In recent years, the importance of digital accessibility has surged, becoming integral to Environmental Social & Governance (ESG) and Diversity Equity & Inclusion (DE&I) initiatives. While the Web Content Accessibility Guidelines set global standards, implementing accessibility best practices across the Information & Communication Technology (ICT) landscape of a global pharma company can be daunting. In this session, we delve into the essential elements of a digital accessibility program, covering:

•    Where digital accessibility sits within a large global company
•    Steps to creating a digital accessibility policy and governance
•    Workstreams in a digital accessibility program
•    Accessibility by design.

Fostering employee empowerment is not just a choice; it's a strategic business imperative. There is profound link between employee-friendly environments, innovative collaboration tools, and elevated customer experiences. In the following session, we explore how organizations embracing a location-flexible, digitally elastic operating model empower their employees to achieve higher productivity while nurturing work-life balance. This transformative journey showcases how employee well-being, data-driven insights, and flexibility converge to address customer demands, enhancing your brand's Net Promoter Score, boosting innovation, and redefining the future of customer excellence. 

In a world where transformational technology, evolving labor dynamics, and heightened consumer expectations reign supreme, the symbiotic relationship between employee experience (EX) and customer experience (CX) has never been more crucial. In the following session, we explore the transformative power of aligning the two, where EX becomes the driving force behind exceptional CX. With today's workforce challenges in mind, such as skill shortages and high turnover rates, leaders are presented with a unique opportunity. We show you how progressive organizations are bridging the EX-CX gap.

Unlocking the potential of a customer-centric culture is no fleeting trend; it's a survival strategy. If your organization is plagued by high turnover rates, mounting recruitment costs, and customers yearning for genuine connections, you are not alone. The solution, however, is simple yet transformative – a culture that thrives on prioritizing employee and customer needs. In the following session, we will chart the course towards establishing a culture that places employee well-being and development at the forefront, resulting in heightened customer satisfaction, loyalty, and ultimately, the delivery of exceptional experiences. Are you ready to set your organization apart from the competition and propel it towards extraordinary growth? 

After a day of great content, what do you do with it? ISG will provide guidance on what your next steps should be for your CX transformation!

Celebrate the conclusion of an amazing conference with us!