Insights|Counting down to Empower CX Americas 2019

Counting down to Empower CX Americas 2019

In less than one month, more than 200 senior-level executives from a host of industries including banking and finance, travel and tourism and retail, will arrive in Fort Lauderdale, Florida for EmpowerCX Americas 2019.

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countdown to Empower CX Americas 2019
by Sitel staff March 11, 2019 - 3 MIN READ

In less than one month, more than 200 senior-level executives from a host of industries including banking and finance, travel and tourism and retail, will arrive in Fort Lauderdale, Florida for EmpowerCX Americas 2019.

On April 9-10, Empower CX Americas will be the place to be for any business leader focused on putting customer experience (CX) at the heart of their organization.

Your biggest differentiator

CX has firmly established itself as the No. 1 brand differentiator. According to the 2018 CCW Customer Experience Report, 87 percent of U.S. consumers are prepared to pay more for a better CX when interacting with businesses. Likewise, just 13 percent of consumers who experience a poor CX are willing to keep doing business with a company (Temkin Group). NewVoiceMedia estimates that U,S, firms lose $62 billion a year due to poor customer service.

As the importance of CX increases, so do customer expectations – they’re looking for conversational, personal interactions and the ability to speak to brands when they want and where they want – across any number of combination of channels.

Mike Small, recently named CEO – Americas for Sitel Group, will explore this subject as part of his keynote. He’ll also be examining the trends that are setting the new levels of customer expectation and highlighting the growing importance of real people, delivering positive emotional experiences to a winning CX strategy.

Technological revolution

The onward march of technology is set to keep revolutionizing every aspect of modern business and the delivery of CX is no exception. Automation, artificial intelligence (AI) and big data are making it possible to deflect calls into contact centers and identify and resolve a customer issue before it happens – Gartner claims that by 2020, over 40 percent of all data analytics projects will relate to an aspect of CX. It’s why Sitel Group’s VP for Analytics and Client Insights, Cristopher Kuehl, will host a breakout session dedicated to capturing data and using it to get closer to your customers.

The power of emotion

Yet, at the same time this technological surge is also serving to highlight the unique capabilities that only real people can bring to customer service, particularly when dealing with a moment of truth. When asked to rate what makes for a great CX, 65 percent of Americans cite friendly agents (CCW).

Therefore, new and innovative technologies will only enhance CX if they’re applied in a way that empowers agents.

Experience This! Podcast

In addition to empowering customer service representatives, these advances are empowering your customers to the point where they are taking control of the dialogue they are having with brands and as this becomes the norm; how can companies expect to hold on to their customers and attract new people to their brands?

Joey Coleman, Chief Experience Composer for Design Symphony and one half of acclaimed CX podcast Experience This!, will tackle this question in his presentation The Changing Face of the Customer: How Your Customers Will Be the Next Great Disruptor in Your Industry.

The power of social media

One of the solutions could be to fully leverage the capabilities of social channels. Three quarters of U.S. consumers are willing to share a positive CX on social media. During his talk Building a Better Social Community, Dan Gingiss, CEO of Winning Customer Experience and the other half of the Experience This! podcast, will lay out how to go from encouraging your customers to make positive posts to converting them into your best and most authentic marketers.

However, keeping in sync with customers is only possible if you can stay ahead of your competitors and as disruption continues to be felt across all industries and verticals, more businesses than ever are starting on the path to a digital transformation. Daniel Newman, Principal Analyst and Founding Partner of Futurum Research + Analysis, will reveal the secrets to a successful transformation by drawing on real-world examples and will share his vision of the role technology is set to play in our future.

This year, alongside a comprehensive roster of keynote presentations, EmpowerCX Americas will feature 12 separate breakout sessions covering everything from security, lifelong learning, chatbot design and speech analytics, to technical support, data insights and employee empowerment.

What’s more, the show will culminate in a live recording of the Experience This! Podcast complete with audience participation.

Sitel Group EmpowerCX Americas 2019 is on April 9-10 at the Westin Fort Lauderdale Beach Resort, Florida. For more information about the speakers, agenda and venue, visit the EmpowerCX website.

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