Delivering optimal cross-channel CX through intelligent personalised engagement

Exclusive C-Suite Boardroom

17th May 2023 ( 5:30 – 8:30 pm )
Le Méridien Riyadh

What is a C-Suite Boardroom?

It is an initiative by Martechvibe in association with WebEngage.

An in-person boardroom edition specially designed to engage customer-experience and digital marketing leaders who have revolutionised brands by using technology as a catalyst. The meeting focuses on a group of carefully selected industry stalwarts, bringing them together to participate in an exclusive closed-door session.

The selected professionals bring a variety of viewpoints, experiences, and domain expertise, but they all share the vision of transforming businesses by enhancing the customer experience while utilising technology and new digital methods. The boardroom encourages open discussions among peers resulting in a better strategy roadmap for organisations. In the age of building peer-exchange resources, these boardrooms form a community of like-minded business leaders working to explore insights, ideas and best practices.

About this Edition

The Middle East is a digital hotspot. With a majority of customers from Europe and North America, regional brands are actively embracing emerging technology trends to stay competitive in global markets. Businesses may efficiently communicate with their customers through a variety of channels on a regular basis. This consists of emails, SMS, web and mobile push, in-app messages, and other communication methods. For the evolved, hyper-connected consumer of today, these are the key components of user engagement. But for companies trying to connect with and engage these clients, this may create both opportunities and challenges. It takes skills for a CX leader l to develop a successful cross-channel marketing plan with seamless execution. It necessitates a thorough comprehension of the target audience, the right distribution methods, content that will appeal to them, and a way to measure success.

As customers switch between channels and devices, they have expectations of a smooth, personalised experience. To keep up with these modern customer expectations, enterprises are investing heavily in tools that will help it to provide outstanding CX .

Cross-channel CX has been driving brands to increasingly use technology to deliver personalised experiences to customers through intelligent engagement. This can involve using data and analytics to understand individual customer preferences and behaviour, and then using that information to tailor communications and interactions. An example of real-time omnichannel interactions with prior knowledge of customer history and preferences might be: a brand using data from a customer’s past purchases or browsing history to make personalised product recommendations, or use data on a customer’s location to send targeted promotions. This adds value to the customer, and higher efficiency of marketing dollars for the brand. Additionally, many brands are using artificial intelligence (AI) and machine learning (ML) to power personalised experiences, such as chatbots that can understand natural language, and respond to customer inquiries in a more human-like way.