Delivering a great customer experience is critical to business success, with a personalised experience across all touchpoints rapidly becoming the default expectation for consumers.
Consumers are more aware than ever of the data on them that organisations collect. In exchange for that valuable insight they rightly expect to be served more personal and personalised experiences, irrespective of the touchpoint or device they’re using.
Successfully overcoming painpoints in the customer journey and creating heightened moments of delight through more targeted and nuanced content, will also breed greater loyalty and return for your brand.
Many businesses have, understandably, struggled with the successful implementation of effective personalisation. It is often deemed costly and technically complex to implement and then resource-heavy to maintain. Delivering great experiences and maximising the investment is often hampered by a lack of internal capabilities and organisational silos.
At this breakfast seminar, Great State’s leading experts will explain how we can help you create a great customer experience. We will pinpoint four critical areas to focus on to achieve greater success at a moderate cost:
The right consumer insight
David Stevens, head of consulting, discusses how delivering great experiences starts with better consumer understanding using case examples from Deliveroo and Arla. He will show how we achieve that understanding without eroding trust, in a climate where consumers often feel like they’re under surveillance.
The right experience, at the right moment
Jack Ashdown, creative director, looks at how today’s customer journeys are becoming ever-more fragmented and non-linear. He will also demonstrate how delivering delight at the right moments engenders emotional engagement and commercial success, using a case example from the Royal Navy.
The right framework
Kate Fitzpatrick, lead strategist, will look at the building blocks needed to deliver and maintain great personalised experiences – across strategy, technology and internal capabilities, using a case example from Versus Arthritis.
The right tools
Ally Hamilton, lead architect and Thierry Stortenbeker, Adobe Experience Manager expert, will share how the right tools can help you achieve success, including Great State’s tailored Digital Foundation Accelerator package, which enables you to deliver personalised experiences on AEM in as little as 12 weeks from £165,000 (+ Adobe licence fee).
Please note places are complimentary for senior brand leaders only. Suppliers need not apply.
Spaces are limited. Book now to avoid disappointment.