XM Knowledge Base
WEBINAR
Digital will lead the way in the new world of CX
The path to recovery in the current downturn lies in the strength of a brand’s digital experience.
From placing an order, to submitting a service request or paying a bill, the most effective digital experiences enable customers to easily complete their desired tasks.
It’s more important than ever to identify where the experience gaps are in the digital customer journey, to measure and improve your digital content and web/app experience, so that you can create interactions that are emotionally engaging, and better connect with customers so they want to return.
Join Qualtrics and a select group of your peers for this virtual workshop to discover how you can digitise your business strategy and find your competitive advantage in the new world of CX. Drawing upon real-life examples of brands that are successfully navigating the digital opportunity our team of CX experts will take you through:
- How business models have been transformed
- Digitising your business strategy
- Experience Management in the digital era
- How organisations are closing the digital experience gap
- Kickstarting your digital CX program
Featuring
Adam Marks
Principal Consultant, Customer Experience, Qualtrics
Adam is a Principal Consultant of Customer Experience at Qualtrics. Prior to joining Qualtrics, Adam spent 3 years working in industry for Westfield Shopping Centres and 3 years at Ernst & Young as a Manager in the Advisory, Customer and Strategy Practice.
Adam has an extensive understanding of customer experience (CX), leading a series of engagements and teams in CX strategy, program optimisation, user experience and customer experience design. In particular, Adam enjoys advising clients on how to identify and overlay best practice to reduce pain-points and design the desired future state path to purchase. Using a variety of methods, Adam can assist enabling improvements grounded in customer insights through customer journey maps, customer personas, conducting design thinking workshops, undertaking customer testing and identifying moments of truth.
Dino Kumar
Senior Principal Sales Engineer - SEA, Qualtrics
Dino Kumar is a Senior Principal Sales Engineer for Qualtrics in Singapore, having spent the last 6+ years helping organisations in SEA & EMEA derive value from their CX & EX programmes through the use of combining technology and people together. Dino has worked with some of the largest organisations across the globe in key verticals such as Retail, Financial Services, Hospitality, Automotive & B2B. Dino was born in the UK and has been working in the Solution Consulting space for the past 12+ years, allowing him to bring best practices from key geographies to the table.