According to Salesforce Research, 54% of customers think companies need to fundamentally transform how they engage, and 75% of customers expect companies to use new technologies to create better experiences. Creating a beautiful and seamless customer experience has become a core priority for many brands, requiring the collaboration of cross-functional teams from technology, marketing, sales, and product development. In this digital age, that means understanding and adopting the latest technologies and channels preferred by your target market. It’s been predicted that by 2020, there will be at least five IoT connected objects for every smartphone user. Brands are leveraging mobile apps, untraditional loyalty programs, AI and chatbots, augmented reality and other technologies to improve customer experience and deepen engagement. This panel will tackle the trend of “connected customers”, the common challenges that brands and technology providers face in implementation, as well as the future impact of technology on the customer journey.
Asma Shabab, Digital and Experience Strategy Consultant, IBM iX
Faheem Saiyad, Business Development Manager - MENA & APAC Regions, Interceptd
Ryan DenRooijen, Group Head of Data and Analytics, Chalhoub Group
Moderator: Amy Johnson, Client Partner - MEA, Criteo