The Virtual CX Show - Day 2 - 16 June 2020
9:25 am - 9:30 am
Welcoming & Introduction
9:30 am - 10:00 am
Enhancing the Experience and ROI with Cloud Solutions
Enhancing the Experience and ROI with Cloud Solutions
Customer data and journey touchpoint stored and managed in the cloud ensures a holistic view of the customer to improve the CX overall looking at marketing, service, sales and all other engagement. Cloud technology not only enhances experience but drives revenue and ensures improved CX ROI. Key benefits are improved profit margins and greater annual increase of customer lifetime value.
Key learnings from this session include:
- How to improve customer support, services and experience?
- Measuring the ROI on the cloud solution
- Increasing customer happiness rates with cloud experiences
- Integrating the cloud solutions into your digital transformation strategy
Reserved for Sponsor
10:00 am - 10:30 am
Measuring the ROI of CX – How to link your CX initiative to your ROI
CX is on the front line when budget cuts come to play although it is becoming an increasingly valuable aspect of business growth in the experience economy, getting business buy-in remains challenging at this point. CX departments need to learn how to measure and demonstrate returns to gain business buy-in but, it is easier said than done.
Key learnings from this sessions include:
· Measuring ROI on your CX projects
· Presenting your ROI for business buy-in
· Strategies to improve the ROI
10:30 am - 11:00 am
Reserved for Sponsor
11:00 am - 11:30 am
Measuring Social ROI & Re-Evaluating Your Returns on Marketing Investments
Melissa Jarvinen -
Sales & Marketing Director,
Novo Cinemas
Today it is very difficult to measure ROI due to variety of channels and external partnerships through influencers or loyalty programmes. This informative presentation on marketing ROI will offer food for thought to re-evaluate strategies for improving ROI delivered by marketing.
Key learnings from this sessions include:
· Gaining insights from social marketing channels
· Aligning your social strategy with your CX strategy
· How to best measure your ROI on social marketing
