CX
APAC

In this fireside chat, Marianne Rehn will share how she forged strong collaboration with key stakeholders, drove customer-focused transformation, and embedded CX skills across EiM schools with a Change Agent program.

The impact of unjust police brutality and the pandemic was a breaking point in 2020 for Humana and the Digital Health & Analytics (DH&A) Organization. With disproportionate health disparities and blatant injustices towards Black Americans, DH&A responded by partnering with Forrester Research to launch an enterprise investigation around systems and practices relative to Black/African American associate and member experience disparities. A conceptual framework was developed to address systemic disparities, new sources of value from an EDI lens, and ongoing training and execution of key practices for EDI to reach full integration into our business norms.

In this session, you’ll learn:

• Setting up and finding our “why.”
• The three-phased project and key elements of real EDI strategy.
• 2021 results and our path forward.

Increasing utilization of conversation automation across the B2B revenue engine reflects a new normal of consumer expectation and customer obsession. The language buyers use to find information and talk about their business problems provides critical insights for driving momentum throughout the complex narrative of a modern buying group journey.

This session will provide the following benefits:

• Learn about the current state of conversation automation in B2B and how marketers are using AI to create and refine conversations across delivery mechanisms.
• Understand best practices for the design and orchestration of conversational interactions that engage and enable B2B buyers.

Change is constant, yet organizational change efforts routinely fail. Join this session to better understand the human experience of change and how you can lead change at your organization from wherever you sit. You’ll learn why trust is essential to change and how to optimize team engagement during change. This session provides a sample of Forrester’s Leading With Customer Obsession Certification course. By participating, you’ll earn credit toward your Leading With Customer Obsession credential.

CX Isn’t Just About The Customer

Successful CXOs Focus On Outcomes

The road to CX Transformation isn’t likely to be well marked, paved, or lined with cheering spectators. Forrester’s research on high-functioning CX teams has shown that leaders who focus on organizational outcomes, and align their work directly with those outcomes, are far more likely to successfully reach their destination.

Participants in this session will learn:

• What successful CXOs do differently
• How to align business outcomes with CX initiatives
• How to communicate the value of CX from a stakeholder perspective

The Future Of Customer Service Is “Automatedly” Human

Customer service automation is key but not the answer. Automation done well guides and empowers customers to enjoy great customer service every time. Understanding that automation is meant to augment, not replace, human support is what gets us closer to getting it right every time. Join this session to understand how automation is transforming and collaborating with human support to deliver the right customer service experience.

Thriving In The Era Of Choice

Hybrid engagement is the new reality, both for your customers as well as your employees. Join this panel session to hear from speakers at leading solution providers KPMG and Zoom on how they partner with brands to deliver bold experiences that keep their clients out in front of their competition. This panel discussion will be moderated by Forrester VP, Research Director Michael Barnes.

How To Design For Emotions

Your customers’ purchase journeys are emotional, not just transactional. The post-purchase experience often disappoints, however. The ability of firms to accurately identify make-or-break moments and align capabilities around those moments will determine how successful they are at acquiring, serving, and retaining customers. This session helps business and technology leaders understand how their firms can identify moments that matter and design experiences to better engage with customers in those moments.

Beyond Digital The Future Of Business Is Human-Centered

We’ve entered the second half of the age of the customer and to compete in the next decade your firm must evolve beyond digital to become a truly human-centered business. Ushering in this new business model is the next great strategic challenge – only a handful of firms have realized the need for a new transformation agenda, many more will follow, and some will fail along the way. You must start by enhancing all stakeholder experiences – customers, employees, partners, shareholders – in alignment with the values of diversity, equity, inclusion, sustainability and trust and look beyond efficiency through digital operations to the effectiveness of outcomes. This means being a champion for creativity as the basis of true innovation and help individuals thrive within a future fit technology landscape.

Ready For The New CX Post COVID Era: Phygital.

During Covid, consumers radically changed their behavior: shopping more online and more frequently, shifting spending to essentials, trying new brands (especially food and household e commerce categories). The pandemic acted as a catalyst. As a result, ecommerce had a double digit growth aided by the emergence of new technology and social media. At Home Credit, 140 Million customers are trusting us for responsible lending at a global level. We provide retail financial services to 450 000 offline/online stores. This leading position allows us to identify trends that deserve your attention. The online home centric lifestyle will remain but physical retail experience is coming back stronger. Now lockdown has driven a revenge shopping phenomenon, consumers are seeking for retail experience. But the new normal makes the offline world much more tech driven, makes the online world much more experience driven. At Home Credit, 90% of our customers start their consumer journey on our mobile app and the vast majority use it to shop offline. The fusion between online/offline is happening.

CX leaders must build seamless experiences across multiple touchpoints to succeed in this new Phygital world. The success depends on efficient digital transformation including sustainable ESG centric business model.