Session Link: Session Link: https://bit.ly/3iJDsAT
Marketers have long believed that emotional relevance is important in connecting with customers and fostering loyalty. This conviction has inspired a storied history of heartstring-tugging commercials, loveable brand mascots, catchy jingles and category-defining slogans. Yet, in many instances, those warm feelings don’t endure as customers move from brand awareness into engagement and beyond. Experiences that feel disconnected, service that feels impersonal and customer data collection practices that feel invasive can break emotional bonds as quickly as they are built, and once those bonds are broken, they can be difficult to mend. So how can brands build and strengthen emotional bonds?
Deloitte’s latest research on customer loyalty identifies the tangible steps that brands can take to elevate human experiences for their customers to deepen bonds of loyalty and build lasting business value by weaving customer input and data points into everything they do. Join Deloitte Digital’s Tim Greulich and Jen Buchanan to learn about our research findings and how to translate them into a powerful new business discipline called operationalized human experience, or OpHX. You’ll find out:
· How rational considerations, such as price and quality, kindle emotional bonds with customers.
· Which moments are pivotal in transcending from product satisfaction to brand love.
· What customers want brands to know about them—and what they want in return.
· Why organizational changes can help deepen individual connections
Session Link: https://bit.ly/3hMhiMW
That customers - not businesses - set the standard for CX journeys has always been clear. Meeting those expectations, however, has been anything but easy. That challenge only grew more significant this year, with customers gaining new perspectives, adopting new behaviors, and connecting in new environments.
What does it take for your CX team to understand - and adapt - to these changes? How can you create the experiences your customers and employees truly want now and in the future, as opposed to the ones they might have tolerated yesterday? Our executive roundtable will answer these questions and more.
Session Link: https://bit.ly/2HecDa7
Every interaction your customers have with your customer care team has a direct impact on the overall health of your business. Join Jamie Radick from Highmark Blue Cross Blue Shield and Leonie Brown from Qualtrics as they discuss strategies for building resiliency in the contact center that can quickly pivot to address the changing needs of today’s customers. Together they will explore topics such as:
Session Link: https://bit.ly/2FTgCIc
Collecting and mining customer data allows for personalization across an omnichannel environment that connects touch points and drives loyalty. Traditionally rooted in marketing and sales functions, the strategy driving retention and loyalty through the customer acquisition process hugely impacts the end-to-end CX. In this session, we will examine the marketing aspect of the end-to-end experience brand experience across customer touch points and strategies for removing silos across CX, with several case studies from MIRA BEAUTY, a data-driven beauty retailer built on a modern personalization stack.