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WEBINAR

Panel discussion: Creating high impact personalised CX strategies for customer engagement and retention

Verfügbar On Demand

A customer journey map visually represents all of the experiences, interactions and touchpoints that various customer groups — called segments, go through on their way to becoming a satisfied buyer and loyal brand ambassador. Unlike a conventional linear sales funnel, a customer journey map that grasps customers — and not brands — are in control.

Of course, brands still need to help customers head in a direction, at a pace, through a touchpoint, and using digital content that is relevant to them. In this panel discussion, we will hear from Kimberly Clark, Charles & Keith, Singapore Airlines and Nespresso on their views around:


  • How to balance “fix first” approach of addressing customer dissatisfaction, and putting resources to new ideas and projects
  • Tactics to leverage customer experience to improve product experience
  • Strategies to keep an existing customer engaged
  • Tips on how to balance the need for privacy and security of data with the customer’s desire to have a personalised experience

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Mit dem Absenden meiner Kontaktdaten bestätige ich, dass ich die Datenschutzrichtlinie von Sitecore gelesen habe und damit einverstanden bin, wie Sitecore meine persönlichen Daten erhebt, verarbeitet und weitergibt. Ich stimme zu, dass meine Daten gemäß der Datenschutzrichtlinie von Sitecore verarbeitet werden, damit Sitecore mein Erlebnis mit der Marke Sitecore optimieren kann.

About the presenters

Yvonne Loh

Regional Vice President, Southeast Asia

Sitecore

Read bio

Emmanuelle Mace-Driskill

Executive Director – Product & Strategic Planning

Charles & Keith Group

Caroline Gazeley

Senior Manager, Customer Experience Strategy, CX Department

Singapore Airlines

James Derry

James Hansford

Head of eCommerce and Call Centre

Nespresso

Joel Corsan

APAC Customer Experience, Marketing & Innovation Director

Kimberly-Clark