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True Customer Engagement

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St Martins Lane Hotel

45 St Martin's Lane

London

WC2N 4HX

United Kingdom

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Breakfast Meeting - 08:00am to 10:30am

True Customer Engagement

No matter how much we all like to think otherwise, we don’t really know our customers TRUE INTENT, do we? Today’s customers are always on and connected everywhere, and we talk with them across multiple channels, sometimes all at once. And, if you operate at scale it quickly gets even more complex. Orchestrating individualised journeys for millions of customers across billions of touchpoints, seamlessly and in real time. It’s really hard!

You are personally invited to join us for an interactive breakfast session where we will explore how brands can truly understand and communicate with customers across all channels. We will discuss how you can generate insight from your customers’ journeys, understand each customer’s true intent and explore the realities behind implementing an effective approach to achieving true customer engagement.

Brands are under increasing pressure to ensure they are tailoring their messaging, products and services to individual consumers. And all of these need to be exactly what each customer wants, available when and where they want it.

All of this begins with understanding your customer’s true intent. It’s not easy! There are so many channels to track, online and offline. And customers move between them all the time, often with different personas.

How can brands manage this? How can they track journeys across so many different touchpoints to create an accurate 360 degree customer view? How can they use their understanding of these journeys to construct meaningful and tailored conversations and personalised customer experiences that will transform engagement levels?

Get this right and there is no doubt that high quality intent-driven customer journey management can drive topline growth, reduce cost-to-serve, increase customer happiness, and ultimately optimise customer lifetime value.

Some of the questions we will explore

During the session we will focus the “what, where and when” of true customer engagement by addressing questions such as:

  • How do you track your customers as they move between channels and how can you understand each customer’s true intent?
  • How can you ensure your communications are agile and able to change as the behaviour or circumstances of your customers change?
  • What mechanisms do you need to put in place to ensure you can make real time changes to your strategy?
  • What should you be saying to your customers? And when? How can you realistically personalise your approach with each customer in a way that delivers the optimum return?

Who is invited?

Chief Marketing Officers, Chief Customer Officers, Heads of Marketing, Heads of Customer Experience, Heads of Digital, Marketing Directors and Digital Directors from organisations seeking an effective approach to achieving true customer engagement.

Be one of 12 senior business professionals around the table at St Martins Lane Hotel who will each bring their expertise to bear to analyse the present – and explore the future.

This breakfast briefing is brought to you by Business Reporter, in association with Thunderhead, and is only for senior marketers as mentioned above. Registrations of junior professionals, consultants, solution providers or other sellers to this market won’t be accepted. For any enquiries, please contact Lace on 0208 349 6458 or email lace.b@business-reporter.co.uk.

This event is free of charge to attend. However if you cancel your attendance less than two weeks prior to the briefing, you will have to provide a replacement of equal seniority otherwise you will be a subject of £150 cancellation fee.

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"97% of customers expect a personalised experience, 85% want brands to present offers when they want them, and 64% expect brands to interact in real time" ††
"52% of consumers are likely to switch brands if a company doesn’t personalise communications to them" †††

†† Harris Poll, 2015
††† Salesforce.com, State of the Connected Customer Report 2017

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Date and Time

Location

St Martins Lane Hotel

45 St Martin's Lane

London

WC2N 4HX

United Kingdom

View Map

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