Hyper-Personalizing Customer Experience along the Digital Journey

ABOUT THIS WEBINAR
Leveraging AI & Data to deliver the most relevant content, product & information to online consumers

COVID-19 accelerated digital transformation, along with e-commerce. Online Retail is now dominating physical, brick & mortar retail with sales increasing 200% in APAC in the last 8 months. The customer experience function has become increasingly important as competing online brands continue to enhance their online experience to remain competitive.

Furthermore, social-distancing has changed the utility of retail locations, as brands implement contactless delivery. Overall, brands need to prioritize omnichannel customer communications for proactive communications, order fulfilment, scaling digital customer service, and enabling digital consumers.

In this panel discussion, we will discuss the pillars for delivering impactful customer experiences via communications and share some trends from the regions leading retailers & brands. The panellists will have the chance to discuss the strategies that brands and retailers have employed to remain successful during the pandemic & furthermore what future CX strategies are expected to be introduced in the years to come.
AGENDA
  • How has CX evolved in the last few years, and what elements must brands incorporate to deliver a basic level of CX?
  • Can ‘non-subscription’ retailers expect to be able to deliver the same ‘hyper-personalised’ experience of these major subscription services? Are there limitations for growing retailers to providing such an experience?
  • What is the key difference between offering personalisation through to ‘hyper-personalisation’, and what advantages can retailers expect to see by offering hyper-personalisation?
  • What are the emerging trends in CX in the next year & how can retailers better leverage their AI & data to stay competitive?
ADDITIONAL INFO
  • Duration: 1 hour
  • Price: Free
  • Language: English
  • Who can attend? Everyone
  • Dial-in available? (listen only): Not available.
FEATURED PRESENTERS
  • Webinar hosting presenter

    Alex Bravo

    Industries Marketing Manager- Retail, Twilio
    Alex Bravo is an industries marketing manager at Twilio, and the subject matter expert for Retail and Travel & Hospitality. She helps define how Twilio enables companies to turn engagement challenges into opportunities and presents how some of the...
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  • Webinar hosting presenter

    Claudius Ng

    President, Singapore Chamber of E-commerce
    Claudius is the founding President of the Singapore Chamber of E-commerce. Singapore Chamber of E-commerce is building an e-commerce eco-system for every Singaporean businesses to compete globally. Claudius believes that e-commerce is a...
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  • Webinar hosting presenter

    Armin Nehzat

    Digital Technology Manager, Nestlé
    Nestle is a Swiss multinational & the world’s largest food and beverage company. With more than 2000 brands and present in 187 countries worldwide Armin is responsible for the Digital technology operations, innovation functions & building internal...
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  • Webinar hosting presenter

    Danny Chong

    Senior Investment Director, Gobi Partners; ex-Regional Manager, Marketing Analytics, ZALORA Group
    Danny is the Senior Investment Director of Gobi Partners, focusing on early-stage tech startups. He started his career as a management consultant at PwC, advising telcos and asset managers on technology and valuation projects. He then accumulated...
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