Irrelevant. Disconnected. Impersonal. Inconsistent. Unimpressive. Per new Customer Engagement Insider research, these adjectives describe digital experiences in the majority of organizations.

With more than 90% of consumers evaluating brands based on their digital experiences, brands cannot let these challenges linger. Growing economic concerns are only heightening the importance of taking action, as delivering fast, frictionless, relevant digital interactions are the most bankable way to attract new business and keep existing customers happy. 

To commence the Digital CX & Engagement Summit, CEI’s analysts will explore the new research. More importantly, they will uncover opportunities for capitalizing on digital engagement trends – and elevating your entire business. Topics include:

•  Sad truth about the state of “omnichannel” in today’s CX landscape
• 5 aspects of the digital CX that most brands need to improve – urgently
• Comparison between traditional voice and emerging digital channels for key customer experience and marketing goals
• Tips for leveraging data to make digital experiences more relevant and personalized
• Ways to rethink brand reputation strategy in the digital age

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What do we want to accomplish as digital leaders? Frictionless, personalized and omnichannel experiences enabling high customer satisfaction, right? Seems easy enough.

Not so easy, today it turns out. The way people interact digitally has changed. All experiences evolve - in the history of computing, experiences have gotten faster and have gotten smaller. In this discussion, we’ll cover digital experiences - where they are today and where they are going.

• What are Episodic digital experiences and why are they rising in demand?
• What is the difference between Episodic digital experience vs a Permanent digital experience?
• What does a modern digital journey look like?
• Where have digital experiences been going wrong?
• What is a ‘System of Action’ and how does it enable the future of digital experiences?

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Nimesh Porbandarwalla, Vice President of Marketing & Strategy, Enovis, a Dr. Comfort brand, talks to CEI Lead Content Analyst Philip Mandelbaum about how seeking out challenges, solving problems and maintaining an entrepreneurial spirit can improve business strategy, digital marketing and customer experience.

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