The Future of CX: Inspiring Trust and Loyalty in B2C - S706

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Earning and maintaining customer loyalty is a challenge for many leaders in today’s fast-paced digital world. Recent Deloitte Digital research revealed that while 79% of B2C leaders believe customers have somewhat or very high trust in their company’s brand, only 52% of customers agree. That’s a 27% gap, and one that needs to be closed to truly understand and engage customers in their journey.


Join Deloitte Digital, ConvergeCONSUMER, Maserati, and GoodLife Fitness for a session that explores how brands can reach beyond the customer profile and connect with the human behind the data.


  • Drive an experience-driven commerce journey through storytelling
  • Reintegrate strategy, creative, and technology
  • And ultimately elevate the human experience for customers

Public Track: Commerce Made Personal, Analytics for Customer Journeys, Content that Drives Performance, Customer Data Management and Activation, Powering your Digital Business with Adobe Experience Cloud

Type: Session

Technical Level: General Audience, Beginner, Intermediate, Advanced

Presentation Style: Case/Use Study, Tips & Tricks, Thought Leadership

Audience Type: Advertiser, Business Analyst, Campaign Manager, Creative Leader, Database Marketing Manager, Developer, Digital Analyst, Digital Marketer, Email Marketer, IT Architect, IT Executive, Marketing Executive, Mobile Marketer, Publisher, Segmentation Specialist, Audience Strategist, Channel Marketer, Commerce Executive, Content Marketer, Data Scientist, Optimization Manager, Social Marketer, Web Marketer, Commerce Marketer/Merchandiser, Web Analyst, Project Manager, Web Designer, Product Manager, IT Practitioner, Marketing Practitioner, Marketing Analyst, Media Planner, Marketing Operations Manager

Industry Focus: Automotive, Commerce, Consumer Goods, Healthcare/Lifesciences, High Tech, Professional Services, Retail

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