IDC Customer Experience Forum 2019

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IDC Customer Experience Forum 2019

Consent, Conversations, Customer Journey

Wien, March 26, 2019 Register Now
Register Now

Overview

CX is the top business priority everywhere

CX is the top business priority everywhere

In IDC’s 46% of European organizations reported that CX is the top priority for 2019.

Source: IDC’s European Vertical Markets Survey, November 2018

 

Customer experience personalization is the trigger of innovation. It is the focal point of a new way of doing business, with an individualized value proposition at the core, merging physical and digital experiences. Individual personalization is fundamental to driving the paradigm shift where recurring clients become high spenders and engaged shoppers become active customers.

Key Topics

Industry analysts and experts will address key challenges and explore issues around IT and customer experience such as:


Cloud

Clouds

CX Personalization

CX Personalization

Digital Commerce

Digital Commerce

Digital Platforms

Digital Platforms

AR & VR

AR & VR

Cognitive / AI

Cognitive / AI

IoT

IoT

Digital Transformaion

Digital Transformation

Who's It For?

This event is designed as a forum for discussion among CMOs, CCOs, CDOs, CIOs, CTOs, CFOs, COOs, managers responsible for Customer Experience, Innovation, Customer Service, Omnichannel, eCommerce, Supply Chain and Data Scientists.

 

Register Now

Why Attend?

IDC Customer Experience Forum brings together insights and interactions on the biggest issues through keynote speeches, panel debates and peer-to-peer networking. The senior level attendees will benefit from:

Access to local and global IDC analysts

Gaining a better understanding of technology and market challenges

Meeting with peers to discuss common challenges and share concrete experiences

An agenda designed to match the expectations of IT and Security leaders from leading organizations

Exploring the key trends across Europe, and worldwide

A mix of expert case studies, interactive debates, and master classes

Speakers

Join IDC analysts, market pioneers, and opinion-leaders at IDC CX Forums and place yourself in the spotlight of strategic discussions that inspire confidence among clients and prospects.

Agenda

Time Event & Speakers
08:30

Registrierung und Begrüßungskaffee

09:00

Begrüßung und einleitende Worte

Jacqueline Knollmayr
Moderatorin
09:10

IDC Keynote: The 3Cs of Customer Experience - Delivering Empathy at Scale Through Consent, Conversations and Customer Journeys

Ivano Ortis
Research Vice President, Retail Financial and Manufacturing Insights
09:30

CX Case Study Presentation: Next-Generation Customer Service

09:55

Visionary Partner Presentation TIETO

10:10

Visionary Partner Presentation

10:25

Kaffeepause und 1-2-1 Meetings

11:00

CX Case Study Presentation: Customer Journey Management

11:20

Visionary Partner Presentation TIETO

11:40

Visionary Partner Presentation

12:00

IDC Connect Workshops

Ivano Ortis
Research Vice President, Retail Financial and Manufacturing Insights
Julia Neuschmid
Senior Research Analyst, IDC Government Insights Europe
Mark Yates
Research Manager Digital Transformation, IDC CEMA

Personalization at scale

  • Customer consent - By 2020, to meet GDPR-type regulations and improve the customer experience, 50% of global companies will integrate progressive consent opportunities into all stages of the customer journey - Securing just the data is not enough – organizations should secure the end-to-end customer journey to ensure compliance and confidentiality based on customer consent.
  • Customer conversations - By 2022, 30% of enterprises will use interactive conversational speech technologies to power customer engagement across marketing, sales, and service - Contextual and highly personalized conversational interactions enabled by cognitive technologies can transform customer engagement like never before making it more meaningful to drive satisfaction.
  • Customer Journeys - By 2021, businesses offering frictionless experiences across their ecosystem will experience a decrease of 20% in customer attrition - The transformation of businesses and experiences is moving beyond the four walls of the organization.
13:00

Abschließende Worte

Jacqueline Knollmayr
Moderatorin
Ivano Ortis
Research Vice President, Retail Financial and Manufacturing Insights
Mark Yates
Research Manager Digital Transformation, IDC CEMA
13:15

Networking Lunch & 1-2-1 Meetings

Partners

Strategic Partner
Strategic Partner
Strategic Partner
Communications Partner
Media Partner

Become a Partner

Location

Palais Hansen Kempinski
Schottenring 24, 1010 Wien

 

Palais Hansen Kempinski

Contacts

Kerstin Ildefonso

Senior Conference Manager

+43 650 6860 331

Gerald Giefing

Senior Account Manager

+43 664 233 1292

About IDC

55 Years | 1100 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.