Expectations for executives leading their companies’ customer experience (CX) efforts seem to grow every day. From driving sustainable growth, to aligning your teams and integrating your technology, to empowering employees to do their best work—there’s more on your plate than ever. Meanwhile, customer expectations can feel like a moving target that only goes up: buyers today are digital first, becoming more informed, more comfortable switching between channels, more likely to ignore anything that doesn’t feel authentic—and they expect businesses to follow their lead.
To stay relevant to your customers, many leaders are rethinking their approach to CX at every touchpoint. Relying on CRM to drive sales simply won’t cut it anymore. You need to connect customer insights and data across your organization—sales, marketing, and service—to meet the moment.
Microsoft recently hosted Customer Experience Reimagined, a digital event on the latest trends shaping CX today—and tomorrow. Judson Althoff, Executive Vice President & Chief Commercial Officer at Microsoft, shared his perspective about what CX leaders are facing, how they can energize employees through intuitive technology, and what it means to be a digitally connected enterprise with unified, enriched data.
Hear insights straight from the experts
Customer Experience Reimagined provides a window into what other CX leaders are thinking, with strategies to help your business adapt to a changing landscape. Learn about the evolution of CRM, along with critical technologies and skills from leaders who are shaping their customer experience strategy.
- Constellation Research Founder and CEO, and author of ‘Everybody wants to rule the world – surviving and thriving in a world of digital giants” Ray Wang and Vice President and Principal Analyst Liz Miller discussed the importance of AI, analytics, and automation to shifting from ‘real-time to ‘right time’ personalized experiences.
- Accenture Senior Managing Director John Bolze highlighted a new report by Accenture, The Human Paradox. 95% of C-Suite executives state customers are changing faster than businesses can; at the same time, around two-thirds of customers feel companies are not responding fast enough. Overcoming this crisis of relevancy requires shifting from a customer-centric strategy to a life-centric strategy.
- The Director of Innovation in charge of Digital, Business Intelligence/Analytics and Fan Experience at Valencia CF, Franco Segarra detailed how his organization developed a data-centric approach to create more meaningful fan experiences, increase attendance numbers, and improve game day experiences.
- Eika Director of Business Applications Atle Riksfjord, and Northrop Johnson Director of Technology and Intelligence Keith Perfect, and Accenture Song Global Lead Social & Emerging Channels and author of “Human-Driven Experience: The Battle for Trust in the Digital Age” Robert Harles, participated in a roundtable discussion on how to kickstart your CX transformation and become more human centric, guiding your company to deliver more personalized, intentional, and relevant experiences.
Learn key lessons from Microsoft’s Modern Marketing Transformation
Stephanie Ferguson, Microsoft Corporate Vice President, Global Demand Center, shared insights from our own CX transformation and our vision for our Commercial Customer Platform to meet the changing expectations of customers in the B2B space. Stephanie provided the top six learnings that helped marketers and sellers around the globe to engage customers with greater relevancy, clarity and purpose.
Charles Lamanna, Corporate Vice President, Business Applications and Platform, Microsoft and Lori Lamkin Corporate Vice President, Dynamics 365 Customer Experience Applications, Microsoft shared our technology vision for helping companies connect data from hundreds of business applications and deliver AI-enabled insights to sellers and service agents, with automated tools giving them more time to spend with customers. The Microsoft Customer Experience Platform combined with the new seller experience application Viva Sales helps companies unify and automate so they can scale their customer experience investments to get customers to ‘yes’ faster!
See what’s shaping CX today—and tomorrow
Don’t miss this opportunity to hear strategies for elevating your customer experience and uncover new ways to sustain business growth, no matter what the future brings.