Customer Experience (CX) for many executives is an all-embracing concept that is difficult to define, execute and measure. To develop, CX must now evolve into tangible business value with clear operating boundaries, measurable cause and effect, and ROI.
Customer Success Management brings CX measurability and accountability to the forefront of customer account management by focusing on delivering desired customer outcomes. The highest growth cloud software vendors are the pioneers of Customer Success Management and have seen their customer retention, revenue and market valuations grow exponentially as a result.
Customer Success Management is seeing wholesale adoption across the technology industry and other industries 'servitizing' their business models. New more relevant operating models require a move from physical to digital, from one-off payments to ongoing subscription service business models, as the leading software vendors have done.
New technologies are a key enabler and driver of scalable customer success management. In this digital forum we discuss new technologies that can be applied to customer experience, customer success and customer loyalty management that deliver resilient and sustainable revenue growth.
The IDC CX and Customer Success will address the following topics:
Leverage existing CX technology investments to deliver customer success
Reduce internal and external friction by adding omni-channel messaging, communications and collaboration
Personalise communications and trigger contextually relevant content
Build new end-to-end service workflows and escalations to support the customer success organization
Enable seamless micro and macro customer journey management
Build customer loyalty programs into your CX and customer success operations
Create new CX measurements, metrics and analytics to drive customer success
Charlotte Thygesen Poulsen
Vice President, Events and GMS, IDC Nordic & Benelux
Gerry Brown
CX Research Director, IDC
Ronald Meuwsen
EMEA Go-To-Market Leader, Red Hat
Richard Burlace
Head of Customer Communication Shared Service, Swedbank
Sam Richardson
Senior Visioneering Consultant, Twilio
Raymond Hüner
General Manager, Benelux & Nordics, Freshworks
Lars Monrad-Jensen
Head of CRM and Data Analysis, Bonnier
Joakim Skalberg
Senior Principal Solutions Consultant, Genesys Nordics
Jan Horsager
Research Director, IDC
Kati Packalén
Head of Customer Experience, PostNord
Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers develop cloud-native applications, integrate existing and new IT applications, and automate and manage complex environments.
A trusted advisor to the Fortune 500, Red Hat provides award-winning support, training, and consulting services that bring the benefits of open innovation to any industry. Red Hat is a connective hub in a global network of enterprises, partners, and communities, helping organizations grow, transform, and prepare for the digital future.
For more information visit www.redhat.com
Genesys
Every year,
Genesys® delivers more than 70 billion remarkable customer experiences for
organizations in over 100 countries. Through the power of the cloud and AI, our
technology connects every customer moment across marketing, sales and service
on any channel, while also improving employee experiences. Genesys pioneered
Experience as a ServiceSM so organizations of any size can
provide true personalization at scale, interact with empathy, and foster
customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one
solution and a leading public cloud contact center platform, designed for rapid
innovation, scalability and flexibility. For more information visit www.genesys.com.
Twilio
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
For more information visit www.twilio.com
Freshworks
Freshworks
provides intelligent customer engagement software for businesses of all sizes,
making it easy for teams to win customers for life. Freshworks SaaS products
are ready to go, easy to use and offer a quick return on investment. Headquartered in San Mateo,
California, Freshworks has a dedicated team operating from 13 global locations
to serve customers throughout the world. For more information visit www.freshworks.com.
© 2021 Freshworks Inc. All rights reserved. Freshworks, Freshdesk, Freshworks CRM, Freshservice, Freshchat, Freshcaller, Freshteam, Freshsuccess, Freshsales, Freshmarketer, Freshconnect, Freshworks Neo, and their associated logos are trademarks or registered trademarks of Freshworks Inc.
Hopin.to
April 27, 2021
08:30 - 12:30 CEST
The IDC European Digital Industry Forums will be run on an all-in-one live online events platform where attendees can learn, interact, and connect with people from anywhere in the world.
Reception
We will welcome you at our Digital Reception area where we will showcase the event schedule and our partners. We will guide you for a great time & a lot of exiting digital touch points.
Stage
You will get inspired by the professional stories shared by industry pioneers and IDC analysts. Our keynotes experts will answer questions, propose provoking online polls, take part in the chat and comment on what is happening. Everything is done live.
Sessions
Learn about proven best practices through real-life case studies in moderated digital breakout sessions. This intimate experience is an opportunity to gain a clearer understanding of current organizations challenges.
Networking
Meet with peers to discuss common challenges and share concrete experiences thanks to our Networking feature using your webcam for up to 3 minutes.
Expo
Visit interactive booths leveraging digital content allowing you to explore key trends or discover more about innovative products.
Get a head start on the market with insights from our leading analysts
Get inspired by visionary speakers with locally based cases
Maximize your time with insights and solutions to grow your business thanks to 1-2-1 match-made agreements with leading suppliers
Be surprised by unique network opportunities with other IT leaders
57 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.