Tech

Experience innovation requires thinking differently about your business to allow for creative ideation and blue-sky visioning. Drones are a technological tool that has proven to be an amazing enabler for customer experience innovation – both for internal and external customers.

Key takeaways:
1. Experience innovation enables operational cost savings. 2. In order to get the customer experience strategy right, brands need to commit to not only understanding their customers but being empathetic to their experiences. 3. Employee satisfaction and engagement can be achieved by eliminating unnecessary touchpoints and improving their experience.

When CX and brand professionals think more like event planners – whose focus is people – and less like IT specialists – who often don’t connect with the people their solutions aim to help – it’s possible to create experiences that dramatically improve CX. In this talk, Patricia (Tricia) Houston will review five lessons from her career in experiential marketing and market research to guide CX and brand professionals in humanizing experiences and measuring their impact.

Key takeaways:
Why we should focus on “setting the stage” for experiences versus defaulting to adding more tech to our stack. Why measurement experience must be seamless and human. How to humanize feedback to gain internal traction and empathy

Primitive insights, like word clouds, just don’t provide the nuanced insights that companies need to improve their customer experience strategy. These primitive CX solutions simply cannot compare to the robust analytics that are possible with Decooda CX I.Q. Decooda CX I.Q. applies cognitive psychology, deep learning and uses AI to create proprietary real-time algorithms that reveal and predict customer emotions and cognitive states that enable companies to clearly understand the context of each customer experience, so next steps can be taken with confidence.

Key takeaways:
1) Prioritization of CX Investment is not possible without understanding the drivers of behavior. 2) It’s not possible to identify the drivers of behavior using primitive techniques. 3) Decooda CX I.Q. makes it possible to identify the drivers of behaviors.

Zendesk omnichannel customer service software offers simple, yet powerful solutions that make it easy for customers to engage with your business, where and when it’s right for them. Channels are connected so conversations are seamless, agents are more productive, and information can be shared across your company – all without losing focus.

Key takeaways:
How customers can reach you in whichever way is best for them – web, mobile app, email, voice, or chat – and easily continue the dialogue across every channel. Using an integrated interface means better context, smoother interactions, and less repetition. That means happier customer service agents – and happier customers.

It’s time to get serious about Customer Experience. Learn from Field Agent’s Amy Ramsey about how the mobile experience can provide unbiased, accurate data.

TBD

The Google Design Sprint is an increasingly popular tool used to take the risk out of product innovation. The Sprint applies design thinking principles to solving big problems in an accelerated time frame. This talk will explore what Sprints are really good for and how to apply similar approaches to improving the customer experience.

The talks will cover the following areas: – Consumer adoption of voice technologies. – How voice interactions will evolve – Examples of companies using voice technology to create new experiences – Tips for anyone considering creating voice experiences – How to use user research methods to inform voice experiences – Technology challenges and picking the right platforms.

Key takeaways:
1. 3 Tips to anyone thinking about designing voice applications. 2. User research techniques that will power your voice UI.

Without CX greatness Innovation, Disruption & Digital Transformation are rendered meaningless. All organizations talk about CX, claim customer obsession, user experience, ease of use, and all other expected and desired traits they THINK will give them the image of CX leadership. In reality most do not have the corporate culture, leadership focus, design thinking, customer journey understanding, consumer and user psyche insights, or actual devotion to CX. But it’s not rocket science!

Key takeaways:
CX/UX greatness are not rocket science. Any organization can do them well with: 1. Leadership focus and relentless demand for CX greatness. 2. aA corporate culture of providing great CX to internal employees so they better understand the joy of great CX and impact on customer behavior. 3. Bringing real world users closer to product managers, CX designers, and engineers