Organizations today are competing on the basis of a differentiated customer experience. It is not enough to have the best products or services, but you must now differentiate on the experience that your end users have when doing business with you. After all, a product or service is only as valuable as the way in which its use is realized by your customers.
But what does it mean to be Customer Centric? It’s not a technology – it is your Goal; it is a Journey for your customer that is tuned to meet their needs on every device, in every location, in every language, in every CONTEXT where you both interact. Every employee should feel empowered to work in harmony and deliver the best experience to the customer. Achieving this vision allows you to maximize the customer lifetime value – the more value the consumer receives, the more opportunities you have to upsell the customer and gain new customers from positive customer advocacy.
Enterprise World 2015 gives you an opportunity to hear directly from organizations around the world that are on their own journey to create a better way to work. The Customer Experience Management track this year is focusing on key areas of digital transformation related to better customer engagement, better, business insights and better employee productivity.
- We have brought in leading Industry Analysts to share their research and trends happening in the Digital Experience driven world we live in today.
- We also have some AMAZING companies sharing their own experiences in strategizing and executing projects to adopt a more digital approach to their business processes and customer/ constituent / partner interactions. You have to come hear their stories!
Come join us in the journey to a better way to work – add these highlighted sessions to your agenda:
- Strategy – CEM 210 will discuss how achieving a customer centric vision requires strategy and architecture decisions.
- Learning – CEM 102 takes a look at how consumer trends are driving business transformation of business processes and user engagement across B2C and B2B organizations. CEM 101 takes a look inside financial services companies that have to engage their customers across B2B2C complexities.
- Implemention – The next step after an approved strategy is to identify a key project to get started. Tackling the Digital Workplace is the focus of CEM 112 where a global organization found the answer in implementing better content sharing and content management.
- Adoption – It takes a village…. employee adoption of a digital transformation can result in amazing increased productivity and customer satisfaction. CEM 100 takes a look at overcoming challenges at getting users to adopt new processes and technologies to be successful.
- Insights – CEM 110 is a Fireside Chat that delves into the importance of insights (from analytics to interactions) to innovate how you work inside and outside the organization
Two key Technical sessions are related to Upgrading ( CEM 200) and the Roadmaps ( Expo) for OpenText Media Management, Web Experience Management, Customer Communications Management (StreamServe) and the latest PowerDocs application. Roadmaps are hosted in our Digital Experience Theater in the Expo – see the schedule on the mobile app agenda or at the Theater. We are also excited to showcase how 3-D printing can become a part of your communication strategy.
Finally, the session on Tuesday titled “Optimize your supply chain with B2B Managed Services” is great if your organization could benefit from improved supply chain visibility and increased digital integration with suppliers or customers. This special educational session will focus on how to digitize and automate your supply chain and include an overview of the reasons to automate, and a discussion of how outsourcing B2B integration to an expert can reduce costs and shorten implementation times. We’ll share a couple examples of how OpenText customers transformed their B2B integration program through OpenText B2B Managed Services.