In this webinar you'll learn how organizations could seamlessly align human and digital interactions to craft truly personalized customer journeys. This session delves into leveraging data, AI, and customer insights to create frictionless, impactful experiences.
Learn from our experts as they share practical approaches to customer experience orchestration and discuss the latest trends shaping the future of customer engagement.
Ideal for CX leaders, digital transformation experts, marketing professionals, and data & AI specialists aiming to enhance their customer engagement strategies.
Essential insights from the webinar:
Customer Experience requires orchestration
Delivering seamless experiences means aligning customer journeys, business processes, and technology. Just like an orchestra, every section must work in sync.
Most CX professionals still struggle with data
Over 70% face challenges with fragmented, incomplete, or delayed data. True CX excellence starts with connected, real-time insights across the organisation.
See the whole elephant
Customer data is often siloed across departments. To really understand and serve your customers, you need a complete, unified view—not just parts of the puzzle.
Focus on value-driven segmentation
Identify your most valuable customers, understand their behaviour, and prioritise how you engage, retain, and grow those segments.
The 5-step approach to Customer Experience Orchestration:
- Set the frame – Start from the customer journey and map back to data, processes, and systems.
- Collect insights – Identify the data you have, the gaps, and the signals that matter.
- Process into value – Connect insights to value streams and business priorities.
- Activate at scale – Use these insights to engage customers at the right time and place.
- Repeat and accelerate – Infuse your CX operations with AI for speed, prediction, and real-time personalization.
The combined strength of your CX & Data platform ecosystem drives success.
Successful CX companies focus on the combined set of capabilities within both their CX solutions and data platform. The complete ecosystem’s agility, maturity, and integration are fundamental CX success factors.
