Name: Customer Journey Operations: Building & Managing Multi-Channel Experiences
Start: 2023-08-10T16:00:00Z
End: 2023-08-10T16:00:51.000Z
Location: BrightTALK
Rating: 4.5

Today's organizations are challenged to meet the needs of digital citizens, whose expectations for interactions are becoming increasingly sophisticated. The digital experience they must deliver is both expanding and merging into a consistent effort that encompasses customer experience and employee experience. This monthly series explores all the angles of digital experience and how companies can create comprehensive strategies to provide smart, intuitive experiences to all their constituents.

Join us for the final episode of the series and hear host Diane Magers summarize the insights and actions from our 2023 Digital Experience series. During this hour, expect to:
— Explore the crucial link between digital experience and broader digital transformation strategies.
— Gain practical tips, and insights into seamless digital interactions. 
— Learn what thought leaders are recommending brands do to shift their focus. 

Whether initiating or refining your digital transformation journey, this webinar offers actionable insights for leveraging the power of digital led by experience design and targeting measurable value.  

Host Bio:
Diane Magers, CCXP is an internationally renowned speaker, passionate and recognized thought leader, and founder and CEO of Experience Catalysts, an experience management advisory, coaching, and consulting firm. She is a founding member and past CEO for the Customer Experience Professionals Association (CXPA). She holds the designation of CCXP (Certified Customer Experience Professional), an MBA, and an MS in psychology. As a previous practitioner with over twenty-five years of building and growing differentiation by experience including Sysco Foods and AT&T Business Solutions, Diane’s passion is advising and coaching individuals, teams, and leaders to adopt and build the critical capabilities to define, design, and drive impact and measurable value for customers and their brands. She has influenced brands such VMWare, State Farm, and Invisalign. 

Diane is a professor of practice for the Michigan State University CXM Master’s Program and Instructor of Experience Management at Southern Methodist University. She is recognized on multiple “Experience Influencers to Follow” lists including the recent “Women in Power” and recognitions including the CX Academy’s CX Fellowship Award and the CXPA Extra Mile Award winner.

Elevating Business: The Role of Digital Experience in Digital Transformation

Join us for an unfiltered conversation about AI and experiences, through this intimate conversation with the AI experience luminary, Mary Drumond.  In today's interconnected, digitally-driven world, the art of managing experiences has taken on new dimensions – and challenges.  Join us to explore some of the ways leading organizations are seamlessly blending AI, innovation, and experience with design and insights that differ from traditional methods. 
 
In this episode, host Diane Magers and guest Mary Drumond will discuss:
— Considerations for designing experiences with AI  
— Human First: Best practices for balancing human and digital interactions 
— Experience Optimization: How will you know?  
— Actions you can take tomorrow   

Speaker Bio:

Mary Drumond is VP of Marketing at Neighborly Software, host of the Voices of CX Podcast, and former CMO at Worthix. She has a passion for B2B SaaS Marketing, consumer behavior and extensive experience in Marketing Research, specifically Customer Experience (CX) and Customer Experience Management (CEM). She has been featured as a CX and Marketing thought leader and influencer by various publications, has authored multiple pieces on the state of Customer Experience and is considered one of the rising voices on the subject. Mary currently serves as a board member at University of Georgia, Master’s in Market Research, is a marketing mentor at AMA, and a member of CHIEF.

Top Considerations for a Future of Experience-Centric Digital & AI Interactions

Discover the symbiotic relationship between collaboration, innovation, and digital transformation in this webinar, As the digital economy thrives on these elements, join us to explore their fusion. Our session delves into the core principles of collaboration, unveiling its pivotal role in propelling innovation-led digital transformation. We will examine the intricate interplay between digital transformation and innovation, highlighting the contribution of AI, ML, and LLM in bridging the digital divide.

Key Topics:
· Digital Transformation: Uncover the dimensions of a successful transition, its benchmarks, and timelines.
· Innovation: Explore the nexus of technology and innovation, driving enhanced customer experiences.
· Collaboration: Learn from real-world cases how collaboration amplifies innovation and transformation, and its potential to minimize the digital divide.

Join us to gain actionable insights and strategies that harness collaboration and innovation for a digitally inclusive future. Don't miss this opportunity to steer your business towards resilience and success in the evolving digital landscape.

Bridging the Digital Divide through Collaboration and Innovation

In today's interconnected, digitally-driven world, the art of managing experiences has taken on new dimensions. It's not enough to only consider one interface or one channel; companies must create a fully three-dimensional view of both their customer and their brand engagement. 

In this latest episode of Digital Experience Playbook, series host Diane Magers will be joined by an expert panel to explore these dimensions, including some of the ways leading organizations are seamlessly blending digital innovation and experience orchestration.

Some of the topics they’ll cover include:
·  Feedback Fundamentals: Why seek and how to gather digital experience feedback.
·  Customer Insights: How digital expectations align with customer needs, goals and behaviors.
·  Human First(?!): Best practices for balancing human and digital interactions
·  Journey Optimization: The role of orchestration in creating individualized digital paths.
·  Hype or Hope: The potential for real-time modifications to digital interactions.

Guest Speakers:
Daniel Brousseau, Experience Advisor McorpCX
Michael Hinshaw, Founder and CEO McorpCX
Taylor Fitzpatrick, CX Consultant, McorpCX

Navigating the Future of Experience-Centric Digital Management

Everyone is buzzing about Generative AI, and for a good reason! It holds immense potential to augment and revolutionize how we engage with customers. Imagine unlocking a whole new world of possibilities, where AI becomes the driving force behind solving complex problems that were once deemed insurmountable. As with any groundbreaking advancement, Generative AI brings a whole new set of questions that demand answers from leaders. Prepare to tackle the pivotal challenges that lie ahead by:

1. Assessing the correct type of problems to tackle: Explore the issues that can be solved with AI's generative capabilities and understand the order of using AI to solve these issues.

2. Ensuring Bottom Line Impact: Delve into the potential impact on your business result and understand which types of problems will have the potential to deliver the best impact and ultimately avoid interesting innovation project syndrome 

3. Embracing Disruptive Change: Leading the way through uncharted waters requires bold leadership. 

Discover the key strategies and tactics leaders must adopt to navigate disruptive change.
Generative AI presents us with many possibilities, and this webinar will aim to help everyone understand how to make this applicable in the most durable way for your business.

Revolutionize Customer Experiences by Unleashing the Power of Generative AI

The Importance of Upskilling, Engagement and Knowledge Transfer in Digital Transformation.

As organizations embrace digital transformation, it's important to understand just how vital learning is to success. With the rapid pace of change in today's world, companies need to be able to continually adapt and evolve. To really thrive, businesses need to develop a culture of continuous improvement.

To effectively implement new technologies, streamline processes and ultimately stay ahead of the competition organizations must do three key things: 

• Embrace change leadership (not just change management)
• Incorporate employees and customers in your digital transformation design
• Prioritize learning, knowledge sharing and upskilling

Listen in to learn how you can achieve true digital transformation and set yourself up for long-term success in the ever-changing digital landscape.

Episode Speakers:
Diane Magers, Experience Catalyst -- Series Host
Sara Kenney, Threadfin -- Guest Speaker
Doug Gabbert, Threadfin -- Guest Speaker
Christine Wysocki, Threadfin -- Guest Speaker

Continuous Learning for Continuous Change

The importance of digital transformation for employees has never been clearer as they expect (and increasingly demand) the same kinds of digital experiences at work as they get in their personal lives. If companies want to keep their staff engaged and encourage high performance, they need to develop their digital transformation efforts for the internal use, as well as the external. 

In this second installment of "Digital Experience Playbook," host Diane Magers will be joined by guest speaker Dillon Mahipala, Leader of Employee Experience for Global Sales at Ericsson. Tune in to explore employee experience and the future of work, and learn how Ericsson engaged employees to create a future-focused organization. The results continue to align their brand and influence a culture to better connect with, engage and serve each other and their customers.

About our speakers:

Diane Magers — Series Host
Diane is a passionate experience transformation executive and change agent. A sherpa for new and developing experience-obsessed organizations, she believes sustainable change requires embedding customer and experience capabilities into all parts of an organization. With over 25 years of transforming experiences at brands such as Sysco, AT&T, and Cisco, Diane is now the founder and CEO of Experience Catalysts, an Experience Management advisory and consultancy firm.

Dillon Mahipala — Guest Speaker
Dillon is called to transform the human experience by serving people in need. He does this as a coach, consultant, experience designer, business transformer and philanthropist. One notable transformation which we will discuss today was leading a 7,000-employee culture transformation movement - a story which garnered 9 million interactions around the world in its first year. Dillon currently serves as an advisor for SMU, an Employee Experience leader for Global Sales at Ericsson, and as a board member at a non-profit organization transforming the lives of homeless men.

Unlocking a Digital Culture Shift through Employee Experience and Engagement

Join us for a powerful and inspiring discussion of the incredible changes digital has, and will continue to make, on interactions that must meet and exceed customer and employee expectations. We’ll discuss intentional and disruptive design, how the digital exchange must build trust through interactions, and where personalization and other ever-evolving needs drive innovation and care for human desires as lives and brands change dramatically.  And we will help you envision a blueprint for thinking and designing digitally differently.

About our speakers:

Diane Magers — Series Host
Diane is a passionate experience transformation executive and change agent. A sherpa for new and developing experience-obsessed organizations, she believes sustainable change requires embedding customer and experience capabilities into all parts of an organization. With over 25 years of transforming experiences at brands such as Sysco, AT&T, and Cisco, Diane is now the founder and CEO of Experience Catalysts, an Experience Management advisory and consultancy firm. 

Paul Stevenson — Guest Speaker
Paul brings 20 years of strategic marketing, data, digital and customer experience – and endless energy for innovation and impact. He connects purpose, profit, and people through highly validated platforms. He's demonstrated this through developing executive insights that fueled new market growth and multibillion-cost out for organizations like Qantas and Lion, to helping start-up/high growth organizations like Prospa and Airbnb. 

Desirree Madison-Biggs — Episode Moderator
Desirree has over 20 years of experience in building and managing voice of customer programs, from Fortune 500 companies to startups such as Symantec and Airbnb. A passionate leader and a customer advocate, she is an Emeritus Chair and a founding member of the Customer Experience Professionals’ Association and a Director at the Customer Institute.  She also is a certified leadership coach, a CX mentor, and frequent speaker.

Staying Human in the Digital Age

Full Title -- "Customer Journey Operations: Building and Managing Multi-Channel Customer Experiences with Data Privacy, Channel Switching, and Change Management in Mind."


Organizations are moving quickly to meet changing expectations, but it’s important to take the right steps and not just act fast. To succeed, organizations need to consider tech and digital solutions that will build more trust and value with customers and employees.  

To stay ahead, organizations must remember three key things: 
— Consumers are trusting us with their data amid growing uneasy about data privacy
— Doing omnichannel customer experience requires a shift in both internal operations and mindset 
— Changing the way we work as a brand and embracing a journey orchestration mindset requires rethinking our channel-based marketing and communications approaches

In this webinar, Digital Experience Playbook series host Diane Mager will be joined by Greg Kihlstrom, Principal and Chief Strategist for GK5A. Join us as they break down how to build and manage multi-channel customer experiences.

Customer Journey Operations: Building & Managing Multi-Channel Experiences

Customer Experience

Customer Journey

Customer Engagement

Multi Channel

Omnichannel

Data Privacy

Brand Positioning

Strategic Marketing

Digital Experience

Digital Content

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Customer Journey Operations: Building & Managing Multi-Channel Experiences

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