Thought leaders love to talk about “changing times” and “new normals.” But what changes are our customers actually prioritizing? And what do these changes actually mean for the way we engage with them throughout every phase of the journey?

Our Seminar Series will begin by answering these questions. Analysts Brian Cantor and Brooke Lynch will share research highlighting five trends that are significantly reshaping the way customers seek support, behave during interactions, and evaluate brands. From there, they will provide a roadmap for how you can fuse customer-centric thinking, actionable intelligence, and innovative initiatives to create unforgettable customer connections. Topics include:

• ChatGPT, right now: Learn what customers really think about generative AI, and what that perspective means for CX strategy
• Personalization vs. Speed: Find out how customers really feel about “personalized” experiences
• Digital engagement myths: Get the truth about the right way to connect with customers in the digital world
• Human-centric CX: Understand when and how to be “human” in your experience
• Proactive engagement: Distinguish between “empowering” and “annoying” as you learn how best to anticipate and proactively address customer needs

Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Brooke Lynch

Deputy Divisional Director and Principal Analyst
CCW Digital

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Attracting interest in a tool or product may be the easy and fun part of building a business, but converting inquiries to purchasers is when it gets hard. So many brands today continue to struggle with acquiring, converting, retaining, and creating loyal customers for life. Yet leading companies across the globe seem to be accomplishing all of that and then some when it comes to the power of sophisticated martech. Want to know how? Join Karen Naves, Tealium’s SVP of Global Demand Generation, for this lively and engaging discussion. You’ll Learn: How to develop a brand’s top personas and ideal customer profiles (ICPs) Key strategies to acquire and engage the right customers Proven campaigns to retain and delight your audience Cross-sell campaigns that’ll wow the socks off of your top accounts!

Sponsored by: Tealium

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Karen Naves

SVP of Global Demand Generation
Tealium

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We can talk about digital transformations. We can talk about the rise of AI. Your customers, however, still want to talk on the phone for some (if not all) of their issues.

Why does this reliance on the phone continue? When, if ever, would customers choose lower-touch options like chatbots, text, or email? How can you anticipate these increasingly nuanced preferences – and accommodate them in an era of cost scrutiny?

This session will reveal the answers, empowering you to build an omnichannel strategy that respects customer autonomy – and adds undeniable value – at every phase of the journey. Topics include:

• New research on which channels customers trust – and don’t trust – to solve their problems
• New rules for empowering agents to thrive in the omnichannel era
• The 3 principles of omnichannel in today’s CX landscape
• Tips for creating a more personalized experience throughout the journey
• Real-world examples of omnichannel successes and failures

Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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