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As business circumstances change, when does it become important for an association to change focus?

 

In this session, you will learn how to:

  • Gain a competitive advantage 
  • stimulate growth & cater efficiently to member demands
  • create long-term market expansion,
  • and see how innovation = profitability

Data insights, technology and creative strategy must unite to orchestrate experiences across channels and organizational units. CMOs and CIOs are not far apart in agreeing that reaching and engaging the market has become more technology driven, with technology now underpinning and shaping the entire customer experience. Organizations must adapt and empower marketing and IT to be jointly responsible for owning the design of the customer experience. 

 

Don’t miss these key themes: 

  • What you need to know about the “convergence” of technology and marketing 
  • Accepting IT and marketing as strategic partners: ensure that marketing becomes more tech savvy and that IT becomes more agile and responsive 
  • Understanding how members interact with your organization 
  • How to embrace tools, processes and platforms to unlock consumer intent 

A Customer Journey Map can serve as the underlying structure of your customer experience strategy, offering a clear view of customer interactions as they navigate throughout your organization. But the key to developing an accurate map of those interactions, and therefore a single view of your customers’ experiences, is not only obtaining the customer’s perspective of that journey, but building it using input from the various departments across your company that affect the customer experience. 

 

What you’ll learn: 

  • How to map your customer’s journey to better understand human and digital touch points 
  • How to align the actions, processes and resources it takes to make each interaction exceptional 
  • How to empower all your customer-facing employees to deliver a great customer experience with every interaction 

The ability to maintain a conversation that is both context aware and relevant, across multiple touch points, is becoming increasingly difficult. Disjointed processes and systems present a significant barrier to direct engagement in a way that makes your customers feel unique and listened to. 

Eliminating the barriers that have traditionally kept organizations from addressing broader initiatives relating to customer experience management has become a business imperative. Organizations must adopt an “outside-in” view of the world and understand that the customer experience goes across – not down – into individual silos. 

 

Join us for part II of our customer experience webinar series to learn about: 

  • Technologies you can leverage to deliver better self-service and web experiences 
  • Best practices for integrating customer channels and touchpoints 
  • How leading companies are innovating customer experience to reduce costs, increase customer retention and increase sales 

The ever-increasing growth of customer touch points across channels, devices and social networks is a major challenge brands face today, but also creates an outstanding opportunity to transform the customer experience. Brands that can become adept at engaging their customers and building relationships across all touch points throughout each customer’s journey will be the ones that succeed in the future.

We live in a world where technology and data are increasingly being woven into the fabric of every organization’s digital strategy. From journey mapping to personalization, the trends are only multiplying.

In this webinar, we will focus on how to use personalization technology and customer data to build and support a rich and comprehensive online marketing campaign.

 

Key Take Aways:

  • Learn how to harness your data to provide relevant and innovative content to your audiences
  • Learn new strategies and techniques to build uniquely tailored campaigns supported by innovative, feature-rich technology
  • Learn how mapping the user journey helps segment, define and manage efforts for content personalization
  • Learn how to integrate technology decisions into the development of your association’s strategic plan and measure it for success
  • Integrate personalization features into focused campaigns to engage visitors, shorten sales cycles, and convert loyal customers