With customer-obsessed brands betting big on personalization at scale to unlock greater customer engagement, revenue growth, and brand loyalty, marketing and CX leaders face urgent decisions on just where, when, and how to place those bets. CX leaders from dentsu and a client share insights and solutions from the front lines of their work to mature the customer experience from channel-based campaign management to fully integrated, journey-based CXM.
- Key innovations in strategy and tech for personalized journey management, with a focus on retail
- How organizations’ command of customer identity will make or break personalization, decisioning, and journey orchestration
- Customer journey analytics and the building blocks of seamless and successful journeys
- How to map an effective CXM maturity plan for your organization