Digital Customer Experience Series – LATAM

About the event

The COVID-19 pandemic has impacted a sizeable number of organisations, causing them to experience a business vulnerability as a result of reduced customer interaction through traditional means. Among these, Latin American countries have been hard-hit and registered economic contractions over 10%.

The demand for outsourced customer support and experience services is growing steadily in today’s consumer-centric market as customers are inclined towards a more personalised, relevant, proactive, and engaging experience across channels. Rising investments for the deployment of advanced experience technologies towards the development of enhanced Customer Experience Management (CEM) and monitoring tools are also contributing to the growth of the market. The Brazilian market dominated the LATAM region for CEM in the Energy & Utilities Market by Country in 2017, growing at a CAGR of 25.3% during the forecast period. Countries like Argentina are expected to witness a CAGR of 26.9% during the period of 2018-2024.

Across the globe, Customer Experience (CX) is now the #1 business differentiator, and Fortune 1000 companies are now in a race against time (and each other!) to impress their customers with delightful experiences at every touchpoint. The Digital Customer Experience Series – LATAM on 23 and 24 November 2021 will create a platform to discuss the global best practices and how to reduce the pain points in a successful customer journey.

Why attend

Customer Experience Management (CXM) is fast becoming a critical differentiator in today’s hyper-connected, sensitive, and competitive Latin American market. Customer Experience encapsulates the entire lifecycle of your customers. There’s a sizeable business value in managing customer experiences effectively, which correlates with revenue growth potential.

Transforming the enterprise through customer experience means:

• Increased customer engagement, enhancing and augmenting sales while boosting revenue from existing customers as well as creating new sales channels by word of mouth.
• Strengthening brand fondness using technology to establish distinguished experiences.
• Lower costs due to effective interaction with customers in real-time with consistent customer service.
• Increasing customer retention and loyalty through cherished and memorable customer interactions.
• Aligning the organisation to develop better products and services by successful quantification of customer feedback.
• Organisations that bridge the gap between customer demand and what they are delivering lead in customer experience and outperform the broader market by a substantial percentage.

Key Topics

• Customer experience value chain analysis
• Penetration and growth prospect mapping
• Social impact of CX
• Actionable insight-driven journey maps
• Significance of brand power in customer experience
• CCAAS (Contact Center as a Service) – contact center evolution/innovation
• Design human behaviour
• Experience leadership and implementation
• UX development at scale: Surveys, Analytics and Online Testing
• Exploring ways to adapt the employee experience in the future of work and  understanding how it will align with superb customer experience
• Incorporating CX in the post-pandemic world
• Rising adoption of CXM platforms to decrease customer churn rates to aid market growth

The Digital Customer Experience Series – LATAM will be delivered through an advanced networking tool.