Panel discussion: Creating high impact personalised CX strategies for customer engagement and retention
Available 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
With over 20 years of experience, Yvonne currently leads a high performing team of account directors who helps enterprises on their digital transformation journey across the Southeast Asia region. Prior to Sitecore, she held similar roles at Salesforce, HERE Technologies and IBM. She has been in regional roles since 2005 and covered North Asia with a stint in Beijing as well. Yvonne holds a Bachelor’s degree in Commerce from the Curtin University of Technology in Australia where she resided for 3 years.
Executive Director – Product & Strategic Planning
Charles & Keith Group
Senior Manager, Customer Experience Strategy, CX Department
Head of eCommerce and Call Centre
APAC Customer Experience, Marketing & Innovation Director