Hyper-Personalizing Customer Experience along the Digital Journey

Leveraging AI & Data to deliver the most relevant content, product & information to online consumers

COVID-19 accelerated digital transformation, along with e-commerce. Online Retail is now dominating physical, brick & mortar retail with sales increasing 200% in APAC in the last 8 months. The customer experience function has become increasingly important as competing online brands continue to enhance their online experience to remain competitive.

Furthermore, social-distancing has changed the utility of retail locations, as brands implement contactless delivery. Overall, brands need to prioritize omnichannel customer communications for proactive communications, order fulfilment, scaling digital customer service, and enabling digital consumers.

In this panel discussion, we will discuss the pillars for delivering impactful customer experiences via communications and share some trends from the regions leading retailers & brands. The panellists will have the chance to discuss the strategies that brands and retailers have employed to remain successful during the pandemic & furthermore what future CX strategies are expected to be introduced in the years to come.
  • How has CX evolved in the last few years, and what elements must brands incorporate to deliver a basic level of CX?
  • Can ‘non-subscription’ retailers expect to be able to deliver the same ‘hyper-personalised’ experience of these major subscription services? Are there limitations for growing retailers to providing such an experience?
  • What is the key difference between offering personalisation through to ‘hyper-personalisation’, and what advantages can retailers expect to see by offering hyper-personalisation?
  • What are the emerging trends in CX in the next year & how can retailers better leverage their AI & data to stay competitive?
  • Duration: 1 hour
  • Price: Free
  • Language: English
  • Who can attend? Everyone
  • Dial-in available? (listen only): Not available.
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