Simplify how your brand connects with, engages and delights your customers. Learn more about omnichannel engagement, building meaningful customer connections and how to transform their experience with the help of automation and AI.

As consumers are looking for for better and more secure experience, fintech organizations need to constantly revisit their CX strategy in order to keep up with the growing demand for streamlined and personalized digital experiences. However, as their user base grows, opportunistic cyber criminals are eager to take advantage of overwhelmed infrastructures.

In addition to providing quality, secure digital experiences, fintech organizations need to ward off bots and other fraudulent accounts from registering.  Learn how to secure and support your organization's growing user base with guest panelists as they discuss: 
- Provide personalized customer experiences with conversational AI platforms
- Leveraging data to better understand customer behavior and needs 
- Prevent fraud and streamline user onboarding with customer-friendly authentication methods

Preventing Fraud in Fintech without Compromising Customer Experience

Black Friday has evolved from being just an American holiday to a worldwide retail event with consumers spending billions of dollars across the globe. In 2021 Barclaycard, one of the UK's biggest debit and credit card issuers, reported that when compared to 2020, Black Friday payments increased 23% in 2021 between 12am and 5pm.* As the holiday becomes an increasingly important period, it’s important that retailers are ready to convert the weekend buzz into long-term interest. 

Retailers need to understand how and when to best engage with their customers in order to convert holiday shoppers into loyal repeat clients. Join [Panel Name] as guest panelists discuss how data and technology can help retailers create long term bonds with their consumers. 

In this panel we’ll discuss:
- Why retailers may be struggling with customer retention around Black Friday 
- How to utilize customer data to provide hyper-personalized experiences and address Black Friday CX challenges
- The importance of conversational marketing and how to understand consumers needs through two-way conversations 

*The Guardian, "Shoppers go to town as UK rings in biggest-ever Black Friday sales day"

The Importance of Two-Way Conversations Before, During, and After the Holidays

Increasing retention by just 5% could lead to a 25% or more increase in profits, according to a report by Bain & Company, Prescription for Cutting Costs. Quickly identifying negative sentiments and reaching out with the right offers can turn a growing problem into a great customer experience. By building loyal relationships with consumers and increasing retention rates, organizations can not only reap profits but save on marketing costs as they grow their segment of loyal customers and brand evangelists.

Hands-on relationship management can be an effective, but costly, solution to address customer complaints and rebuild trust. With Infobip and Revenue Automation, one can leverage AI chatbots and live customer agents to identify customers in distress and extend a helping hand at just the right moment to make the biggest difference. Join Customer Loyalty & Retention: Turning Crises into Connections with speakers Arun Kumar, Senior Director of Strategic Partnerships & Alliances at Infobip along with Reid Morgan and Talal Khan, Directors of Data and Strategy at Revenue Automation to learn more about increasing customer retention and building customer loyalty by:
- Turning around at-risk customers and building back trust efficiently
- Striking the right balance between high ROI winback automation and high touch customer support
- Providing a timely human touch to build customer loyalty

Customer Loyalty & Retention: Turning Crises into Connections

As a small and growing business, you are too often stuck with two terrible options: invest early in enterprise level Martech and hope you grow fast enough to justify the expense; or buy only what you need in the moment, throw that investment away when you get big enough, and rebuild and re-integrate your entire tech stack. Infobip’s modular SaaS solution helps you escape this painful crossroads by allowing you to buy and pay for only the parts of their enterprise platform that you are ready to use today.

Join Pay as you Grow: Efficiently Scaling CX Tech for SMBs with Arun Kumar, Senior Director of Strategic Partnerships & Alliances at Infobip along with Reid Morgan and Talal Khan, Directors of Data and Strategy at Revenue Automation to learn more about how organizations can invest in the right tools and technologies to personalize communications with clients, ease up the workload, as well as:
- How to build AI chatbots using APIs to personalize conversations with customer data
- How to set up testing and analytics reports to support continuous improvement processes
- How to seamlessly handoff to live agents and omnichannel marketing campaigns from NLP chatbots

Pay as you Grow: Efficiently Scaling CX Tech for SMBs

Customer Lifecycle journeys are becoming more complex, more personalized, and more targeted. Businesses need to be ready to continue a fragmented conversation across channels and platforms without missing a beat. Building a non-linear, behavioral triggered set of Customer Experience journeys that still relies on solid fundamentals of sales and marketing takes great strategy and full-featured, flexible SaaS support. 

AI chatbots, live agents, and omnichannel user triggered conversations are just a few of the tools growing businesses need to attract and capture new customers in a world that is only becoming faster, smarter, and more one-to-one. Join Arun Kumar, Senior Director of Strategic Partnerships & Alliances at Infobip along with Reid Morgan and Talal Khan, Directors of Data and Strategy at Revenue Automation as they weigh in on CX strategies to optimize lead conversion rates:
- Capture Leads efficiently from social channel integrations
- Leverage SMS to lower cost per acquisition
- Improve customer relationships and drive sales with live customer agents

Lead Acquisition & Conversion: Maximizing ROI through Customer Experience

Presented with a plethora of automation options and solutions, businesses today can struggle with their customer experience strategy. They’re often wondering which elements are best left to AI, and how to go about improving their customer service. As consumer expectations for personalized retail and brand interactions continue to rise in 2022, how can businesses bring their CX up to speed? 

In this third episode of Infobip’s three-part webinar series designed to help retail leaders understand critical areas for customer experience improvement, hear from experts in retail and brand innovation to learn best practices for communicating with potential customers at the right moments and in the right way. Viewers will walk away with understandings of the operations they can put in place to offer next-gen customer service while maintaining or enhancing operational efficiency. Topics for discussion include:

-A look at some of the trends in business communications for 2022
-The technologies powering greater communications efficiency for retailers 
-How to automate marketing, sales, and service comms – at scale
-Where to get started with your business today
-And more!

Enhancing Operational Efficiency

One of the biggest elements of retail that has been majorly disrupted over the past two years has been how and when consumers interact with retailers along their journey — in other words, there has been significant change in the consumer path to purchase. Now, many businesses are struggling to meet their customers at the right moment on an unprecedentedly dynamic and non-linear route. How can brands and retailers optimize their communications and overall interaction with today’s meandering consumers, connecting with them to deliver better assistance and impact?

In this second episode of Infobip’s three-part webinar series designed to help retail leaders understand critical areas for customer experience innovation, expert guest speakers will unpack what the new consumer path to purchase looks like and how businesses can best show up along the journey. Our panelists will cover the following topics: 

-A look at the habits and expectations of consumers now
-Understanding how these behaviors are disrupting the path to purchase
-Where, when, and how brands & retailers can optimally connect with their consumers, from the initial discovery phase through to purchase and even post

Speakers:
Shari Rossow, Chief Executive Officer at What You See Is What You Get
Eric Pilkington, Senior Partner, Americas Lead at IBM 
Glenn Figenholtz, Executive Vice President, Chief Customer Officer at TSG 
Ted Franz, Director of Product Strategy at Infobip

Understanding the New Consumer Path to Purchase

Chat with industry leaders from Infobip and Project 44 about what they are seeing in as trends in retail in cx and omnichannel experience.

Coffee Talk with Project 44

It goes without saying that the past two years have disrupted retail in unprecedented ways. At the same time, many of the trends that accelerated during the pandemic — ecommerce,  personalization, omnichannel — had taken hold well before. Now, many retailers are grappling with how to best transform their operations and customer experience to meet quickly evolving consumer expectations for flexibility, personalization, and seamlessness. 

In this inaugural episode of Infobip’s three-part webinar series designed to help retail leaders understand critical areas for customer experience innovation, expert guest speakers will cover the key omnichannel trends and best practices to know as 2022 unfolds. Our panelists will cover the following omnichannel retail topics: 

-Increasing digital channels across critical customer touchpoints
-Automating and scaling key customer services and communications
-Leveraging data to anticipate customer needs and exceed expectations

Omnichannel Retail in 2022: Trends and Best Practices

Since 2020, retailers have undergone digital transformations to improve their online customer experience (CX); Vogue Business reported 78% of surveyed luxury brands had invested in online infrastructure like click & collect.* Luxury retailers are seeing the need to develop end-to-end omnichannel experiences to develop a loyal customer base. 

Complementary champagne and friendly sales associates are being bolstered with online chat boxes and automated messaging to provide exceptional service online and offline. Discover how data and technology can improve CX and drive customer loyalty.

In this panel we’ll discuss:
- What defines a good customer experience and how to deliver personalized interactions across digital channels
- How to develop a seamless end-to-end omnichannel strategy to meet customer expectations
- How to implement tailored CX solutions for consumers regardless of where they are in their buying journey

*Vogue Business, ""The Shift to e-commerce poses a challenge for luxury brands"

CX in Luxury Retail: Redefining Digital Experiences

Customer Experience

Customer Data

Customer Loyalty

Customer Journey

Luxury Retail

Digital Experience

Digital Marketing

Customer Care

Digital Content

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

CX in Luxury Retail: Redefining Digital Experiences

Presented by

About this talk

More from this channel