CX Innovation & Future Trends

Everyone has embraced journey mapping as a tool for managing customer experience but how do we get from the end-to-end journey map to the design of a future state? How do we ensure that new digital products, services and offerings we’re creating deliver real value? How do we ensure that we’re doing the things we need to do to create emotional connections? For organizations to succeed at delivering great digital customer experiences, CX efforts need to emphasize design as a core ingredient.
This presentation will look at how design:
• Helps us better understand unmet needs
• Clarifies how products and services will deliver real value
• Helps reduce waste and financial risk
• Drives our ability to deliver an emotionally impactful experience

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How can you foster innovation at your organization and make it more accessible to all employees? How can you think like a lean start up and help to create an environment that encourages people to think outside the box, iterate quickly, make mistakes and keep pushing customer experience forward? Hear how four different brands (2 established and 2 new) are driving CX innovation at their organizations.

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In light of the vast changes in consumer behaviors, the travel industry must break paradigms and create more relevancy with its guests. RLHC will present how it wins market share through innovative marketing and differentiating customer experiences that are pertinent to these behavior changes.
Key takeaways:
• What’s the point in no-point loyalty programs
• What are the necessary technologies that enable a differentiated CX
• Learn how RLHC embraces changes in consumer behaviors

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Today's customer is engaged in the retail process from before products come to market, until long after they leave the store (or finish online checkout). Both online and off, customers come to retail with high expectations. Too keep up with these savvy shoppers, retailers must use design-thinking to create an engaging journey and deepen the relationship between customer and brand.

Learning Objectives
• How to get valuable experience information from customers
• Designing processes and flows that reduce friction and improve the experience
• The difference between crowd-sourcing and design-thinking
• Measuring Success

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The Experience eco-system is getting more and more complex as organizations continue to partner with other brands to deliver experiences to their customers. This diverse group of panelists will highlight some of their B2B partnerships and walk you through:
• Tips for working together with other CX teams
• How to protect the experience when you have partners or suppliers
• The benefits and challenges of partnerships

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We all read loads of articles about IOT and disruptive consumer technologies, but how can we sort through all of the hype and understand what will truly impact our business? Jim Ferron will talk about some of the latest trends and what customers will be expecting and demanding now and in the near future.

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You’ve done your due diligence collecting customer feedback, documenting the customer journey and understanding unmet needs. Now you likely have opportunities to both address gaps in basic customer expectations and engineer new experiences that differentiate and delight.

Organizations view differentiating experiences as the best opportunity to drive enterprise-sized experience innovation. But sometimes innovating around meeting basic expectations can lead to impressive results.

In this Case Study Revolution you’ll hear how Nationwide’s user experience team brought businesses together to turn insights from their customers into bite-sized innovations that resulted in a vastly improved customer experience.

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In a traditional industry like banking how do you design a branch to facilitate an experience that is less transactional and more relational? Verity Credit Union will walk you through their experience from concept to launch. Participants will walk away with:
• Insights into defining the branch experience
• How to blend technological and human resources to formulate the desired experience
• Best practices on creating a relationship based experience

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Today’s customers are looking for seamless, genuine user experiences, and they’re reaching out to companies through record numbers of social channels. For this reason, it’s more important than ever for companies to establish a mobile app and social presence to capture customer concerns and reply in the channels best suited for each as expediently as possible. WageWorks’ Edgar Montes will dive into how customer experiences are expected to change with the tides, and how companies can keep up with these changes so they can continue to deliver exceptional customer experiences.
Key Takeaways:
• Having a Twitter profile isn’t enough - you have to be active in the social channels you promote as a customer support platform
• Engrain your company’s customer service values into every channel you support to ensure that every customer, no matter how they reach out for help, has a great experience
• Younger generations are seeking support on-demand; while some will still reach out through traditional channels for help, offering quick, modern solutions ensure that every customer gets the experience they’re looking for

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