Brands that orchestrate frictionless cross-channel journeys achieve higher ROI than those that deliver disconnected experiences on standalone channels. Explore how leading brands are creating cross-channel customer experiences in A Brand New Way™, leveraging AI-led technologies, emerging channels (WhatsApp, SMS, Line and RCS), and industry-proven strategies to fit the lifestyle of their customers and build enduring brand love.

Purpose-driven consumers, who select brands based on how well they align with their values, now represent the largest segment (44%) of consumers. While most CX leaders agree on the benefits of “personalization” – how many would agree on the tangible advantages of “purpose”? Individualization helps brands look beyond data like “last purchased product” and “discount affinity” to become a purpose-led partner to their customers, and build experiences around an individual’s lifestyle, routine, interests, and values. Discover how leading brands are leveraging technology and AI to unlock the power of individualization.

Your customer experience is only as powerful as the data that underpins it. Put simply – if customer data is unactionable or locked in siloes – it is inhibiting your growth. Explore practical strategies on how to tackle seismic developments in data, like how to unite your online-offline data, identify anonymous users, and drive zero-party data collection in a cookieless world. Plus, hear the latest insights on how leading brands are driving more value from their data, from increasing ROI to informing business change.

Forget stale sessions and outdated theory – this is an extraordinary opportunity to hear first-hand from world-renowned leaders as they reveal stories, lessons learned, failures and successes from their lives and careers. Plus, listen in, as they share their unique perspectives and advice on navigating the future of customer experience.