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

Beschikbaar 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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About the presenters

Yvonne Loh

Regional Vice President, Southeast Asia


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


Joel Corsan

APAC Customer Experience, Marketing & Innovation Director