The relationship between brands and customers is changing. What does this mean for brands planning their next moves?

The digital revolution has fundamentally reshaped the customer journey. This session dives deep into how to track trends and behavior changes and how to adapt to create the modern enterprise.

• Explore the evolving habits, expectations, and decision-making processes of modern customers
• What is the new role of the marketing and CX leader?
• Keeping up with global market trends, marketplace shifts and emerging technologies

Moderator: Mikhail Ulianchenko | Head of Digital & eCommerce | AsteriBeauty

Artificial intelligence (AI) is rapidly transforming the way businesses deliver customer experiences (CX). But what does it take to successfully implement AI in your CX strategy? 

• Piloting AI solutions.
• Scaling AI for broader adoption.
• How to foster a culture of collaboration and ensure all teams are on board with integrating AI into the CX approach.
• Explore strategies to optimize AI investments and ensure a positive return on investment (ROI)

Marketers can now leverage a multitude of digital platforms, from social media and video content to interactive experiences and influencer partnerships. This abundance of options has opened up new and innovative ways for brands to craft and disseminate their narratives. Yet, in an environment saturated with endless stimuli, craft compelling, authentic stories mean cutting through the noise and finding resonance with your target audience. This session talks about the new challenges and opportunities of modern storytelling. 

• Global goes local with cultural adaptation 
• New immersive formats and platforms for sharing stories 
• What are the skills of a modern storyteller?

How do you ensure that touchpoints are cohesive to the larger journey, and not just individual heroes? The speakers play devil’s advocate to find and fix friction in the customer journey. This is an interactive session that will address common CX challenges.

Is it possible to influence buying decisions? Through an examination of emotions, social cues, and subconscious biases, this session aims to elucidate the intricate mechanisms that shape individuals' purchasing behaviors. Drawing upon insights from a behavioral psychologist, the study navigates the labyrinth of the human mind to uncover the hidden drivers behind consumer decision-making processes. By exploring the interplay between psychological factors and consumer behavior, this inquiry seeks to broaden our understanding of the complex dynamics that govern market transactions.

Get answers to your burning questions — “Who are my serial returners?”  “Who is likely to purchase it right now?” “How do I improve repeat purchase rates?” — all updated instantly with every customer interaction.

Can your personalisation engine put the customer at its core? Explore the transformative potential of personalisation engines that prioritize customer needs and preferences. By harnessing sophisticated AI and customer journey analytics, this session delves into the architecture of a personalized experience that drives ROI.

The numbers show that of all those who use the internet, 97.3% prefer to do so through mobile devices. This underscores the convenience of smartphones over desktops. This also means that retail, payments, social sharing and other activities are finding a route to deliver via mobile. Are you able to give customers what they want?

Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. In this session, we delve into the Conversational Support Funnel - combining proactive, self-serve, and human support capabilities to avoid known problems before they arise, automatically answer repetitive queries, and ensure only the most complex and critical issues ever reach your team.

One size fits some – global brands would do well to localize their efforts in the Kingdom – a country rich in cultural heritage and traditions. From language and imagery to cultural references and values, localization is pivotal in establishing meaningful connections with consumers in Saudi Arabia.

A cross-functional panel of leaders get together to iron out the kinks in delivering next-gen CX. 

• How can team KPIs align to a common goal?
• Getting stakeholder buy-in across functions 
• How can CX impact each team, and how can they contribute?