Category: Customer Experience Management – CXM (page 1 of 3)

How to make a business case for voice and chatbot experiences

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

attendees taking notes

For all the promise of voice and chatbot applications, widespread adoption has been limited to fairly simple use cases, and even then getting the usability and appropriate scale right is a learning experience. This shouldn’t be surprising given the dependence on natural language processing. Nonetheless, the potential for well-designed voice and chatbot experiences is large. Erin Abler can help you understand why some organizations have been successful, and how you can get started with a business case. 

B205. Making the business case for voice and chatbot experiences

Conversational voice and chatbot experiences are rapidly becoming the new norm in our houses, cars, and even some workplaces. Getting your news, weather, and driving directions is now as easy as asking for them aloud. But if you’re wondering what the business case is, you’re not alone. For many product owners, strategists, and marketers, it’s still hard to envision a viable way to get started. We work with clients every day who’ve taken on this exact challenge and found success. Through real-world examples, this presentation will show you how to identify and pursue the right opportunity for your next conversational design project. We’ll cover why people choose conversational interactions over other digital experiences, how to uncover legitimate use cases for your business, and how to avoid common stumbling blocks in the design and development process. You’ll walk away knowing how to identify a compelling conversational experience for your brand, and be ready to navigate the challenges and opportunities of working with emerging conversational interfaces.

Tuesday, April 30: 4:15 p.m. – 5:00 p.m.

Erin Abler

Erin Abler
Principal Conversational Designer
Mobiquity

 

 

Learn more & register with code FG19 for best available price

 

Diamond sponsors

Google Cloud
Gridspace
twilio
ZOHO

Platinum sponsors

SAP digital experience
Shufflr
RingCentral logo

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

Learn how to create connected experiences

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

attendees taking notes

Connections are core to digital experience initiatives at every level. At the top, your organization needs connections with customers that are genuine, consistent, on-target, and fast. Delivering this requires that connections with partners, and employees, have similar qualities and smooth supporting processes. And technology systems also need to be connected in ways that enhance the experiences of each of your audiences. Jeff Cram will help you get a handle on how all this connects!

A106. Creating Connected Experiences

Stop acquiring more marketing technology and start better connecting it to your digital customer experiences. This session helps you realize the full potential of your existing martech investment by better aligning it to your customer experience strategy and digital execution. Drawing from decades of experience leading complex, digital experience initiatives, Cram and team share practical frameworks and models to find and fix the cracks in your digital customer experience and better connect your marketing technology to support the customer journey.

Monday, April 29: 4:15 p.m. – 5:00 p.m.

Jeff Cram

Jeff Cram
Chief Strategy Officer and Co-founder
Connective DX

 

 

Learn more & register with code FG19 for best available price

 

Diamond sponsors

Google Cloud
Gridspace
twilio
ZOHO

Platinum sponsors

SAP digital experience
Shufflr
RingCentral logo

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

How do you “do” personalized experiences?

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

facing crowd

Personalization is hard, and not getting it right isn’t an option — we’ve all experienced what that can look like. Colin Eagan provides a road map — what an “experience designer” needs to do throughout the process from technology selection through to iterative improvement. 

B104. Designing Personalized Experiences 

It’s now estimated that some 45% of organizations have attempted to personalize their own homepage in some way — but fewer than a third think it’s actually “working.” If that scares you, you’re not alone: As personalization technology races from niche to mainstream, the design community is racing to catch up. It’s time for a UX intervention. This highly practical talk focuses on the role of experience designer in influencing user-centered personalization design, including technology selection, user data models, and, of course, wireframes. Specifically, it covers what the well-versed designer should know about the latest personalization technology; what to do when you get a request to “do personalization” (either at your organization or your clients’); how to fit personalized user content into a larger information design system; how to use your role in UX to influence technical product selection; grow to translate actual user needs into a real-time user data model (“living personas”); wireframe-level guidelines for introducing personalized components in web and email; and creating a measurement framework based on “quick-wins” and iterative improvement.

Monday, April 29: 2:15 p.m. – 3:00 p.m.


Colin Eagan

Colin Eagan
Principal, User Experience Design, ICF NEXT

 

 

Learn more & register with code FG19 for best available price

 

Diamond sponsors

Google Cloud
Gridspace
twilio
ZOHO

Platinum sponsors

SAP digital experience
Shufflr
 

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

How to transform your digital ecosystem successfully

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

facing crowd

Enterprise digital transformations are not for the feint of heart. Technologies, practices, workflows, customer expectations, and market and business requirements are constantly evolving, and technical and operational integrations need to somehow keep up. That’s why case studies from experienced pros like this one are a critical part of your strategy due diligence. 

B101. Transforming your digital ecosystem successfully: why & how it is possible 

Can you build a digital ecosystem that enables your organization to delight its customers at every touchpoint, while delivering effective personalization and omni-channel engagement? Can you meet the needs of your customer’s journey across all channels to deliver her relevant content at any given point? For many, a successful customer experience relies on an affirmative answer to both questions. But the “transformation” required to support such efforts presents brands with seemingly insurmountable challenges. Where do you even begin? Our session helps you kick-start a digital transformation initiative by showing you how it can be done, even if you are starting with disparate systems, processes, and disconnected customer experiences. We show you an effective strategy and road map, including best practices in its execution. We offer you real-world examples of what has worked and led to a 400% increase in customer engagement—and what has not—and how you can succeed.

Monday, April 29: 10:30 a.m. – 11:15 a.m.

Vijay Hanumolu

 

Vijay Hanumolu
Vice President, Digital Strategy, Unum

 

Kevin Nichols

 

Kevin P Nichols
Executive Director, Experience, AvenueCX and Global Content Strategist

 

Learn more & register with code FG19 for best available price

 

Diamond sponsors

Google Cloud
Gridspace
twilio
ZOHO

Platinum sponsors

SAP digital experience
 
Shufflr
RingCentral logo

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

The Right Way To Select Digital Experience Technology

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

attendee taking notes

Our conference is followed by in-depth, half-day workshops by well-know experts providing detailed guidance on how to get a head start on key decisions, including…

The Right Way To Select Digital Experience Technology

This fast-paced workshop gives you the inside scoop on how to match your unique needs to the right DX marketplaces and vendors, ranging from WCM to DAM to CRM, CDPs, marketing automation, and more. Learn how to distinguish among features, architectures, cost and ecosystems to assess how you can underpin your digital strategy with the best-fitting tools for your needs. Come away with a firm understanding of the major pros and cons of the key players and how to replace traditional, waterfall methods with a more modern approach to technology selection. Each participant receives a copy of Tony Byrne’s book,The Right Way to Select Technology.

Wednesday, May 1: 9:00 a.m. – 12:00 p.m.

Tony Byrne

 

 

Tony Byrne
Founder, Real Story Group

 

Reserve your seat today

 


Diamond sponsors

Gridspace
ZOHO
twilio

Platinum sponsors

SAP digital experience
Shufflr
 

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

CDP or Multi-Channel Hub? A Martech Journey

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

attendee taking notes

The easiest way to deal with the vast number of marketing technology tools for digital experience initiatives is to narrow your scope by identifying the type of solution that most directly addresses your core requirements. You can then build around this hub with supporting integrations. For example, you might start with a CMS and then integrate CRM, or e-commerce. Though a sensible strategy, this is easier said than done because of shifting product scope and confusing marketing. In this presentation you’ll hear what the Business Development Bank of Canada learned on just such a journey.

A101. CDP or Multi-Channel Hub? A Martech Journey

This is the journey of a bank that was looking for the new shiny thing, a customer data platform, and ended up choosing a multi-channel marketing hub. How did it happen? What did we discover along the way on our journey about these types of tools? We follow through the steps of this discovery voyage where not a lot of people have gone before … (Hey, it sounds like a new Star Trek episode!).

Monday, April 29: 10:30 a.m. – 11:15 a.m.​

Richard Tea, Development Bank of Canada

 

Richard Tea
Director, Analytics & Marketing Automation
Business Development Bank of Canada

 

Learn more & use code FG19 for best available price

Diamond sponsors

Google Cloud
Gridspace
twilio
ZOHO

Platinum sponsors

SAP digital experience
Shufflr
RingCentral logo
 

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

Digital experience at the ATF

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

digital experience networking

Like most larger organizations the ATF has many types of customers, employees, and partners. Building a modern digital experience that meets their unique requirements, while supporting consistent and continuous collaboration and operational flows is no easy task. Case studies like this provide valuable insight, and we are pleased to have the ATF’s Hadiza Buge join us to share their story.

B103. Breaking down the regs: DX at the ATF

Parsing through federal regulations can be challenging. It can be hard to know where to start and find what you need. That’s certainly true at the Bureau of Alcohol, Tobacco and Firearms (ATF)… Learn how digital is helping the ATF better connect state and local law enforcement as well as firearms dealers, the public, and other constituents with mission-critical information and services… Regulatory updates are shared faster with law enforcement, and best practices around personalization and usability are helping the ATF drive better results for constituents… Learn how the ATF is leveraging open source tech and strategies more typical of marketing organizations — including journey orchestration, audience segmentation, and personalization — to deliver for all of its audiences.

Monday, April 29: 1:15 p.m. – 2:00 p.m.​

Hadiza Buge, ATF

 

Hadiza Buge
Chief, Electronic Media & Communication, Bureau of Alcohol, Tobacco, Firearms and Explosives

 

Peter Durand, Acquia

 

Peter Durand
VP, Public Sector, Acquia

 

Learn more & use code FG19 for best available price

Diamond sponsors

Google Cloud
Gridspace
twilio
ZOHO

Platinum sponsors

SAP digital experience
RingCentral logo
Shufflr
 

 

Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

Gilbane’s Digital Experience Conference program live

Gilbane’s Digital Experience Conference program and registration are now available at digitalexperienceconference.com.

Conference tracks

Digital experience technologies for customers and the workplace

Focused on what you need to know about evolving, and potentially disrupting, content and digital experience technologies for marketing and the workplace. We’ll be looking at what web and data analysis technologies are effective today. We’ll also examine what is practical and should be considered today or in the near future regarding deep learning, AR, and blockchain applications.

Designed for technology strategists and executives focused on near-term and future software for creating, analyzing, managing, and delivering compelling digital experiences across platforms, channels, and form factors. 

Digital experience practices for customers and the workplace

Focused on how to overcome challenges and implement successful digital experience strategies and practices to reach, engage, and retain customers, employees, and partners. We’ll be looking at strategies for inter- and intra- departmental collaboration that support customer-facing and internal operations that are a necessary part of the foundation for a consistently high quality digital experience.

Designed for digital transformation leaders, marketing, business, and workplace executives, information managers, content strategists, and UX professionals.

Co-located conferences

The DX Conference is co-located with three additional conferences: Smart Customer Service, CRM Evolution, and SpeechTEK. Each of these events provides an additional opportunity for “All Access” pass holders to learn more about the technologies and tools available to create great customer experiences.

Please join us in Washington, DC April 29-30 for the DX Conference, and May 1 for in-depth workshops .

Learn more ▪︎ Program ▪︎ Register

« Older posts