Name: CXPA Trends: What’s next for CX in 2023?
Start: 2023-01-24T14:00:00Z
End: 2023-01-24T14:00:49.000Z
Location: BrightTALK
Rating: 4

Glassbox empowers organizations to create frictionless digital journeys for their customers. Our digital experience analytics platform works in real time across mobile apps and the web to accelerate loyalty and growth.

Watch our webinars and videos to learn how you can use Digital Experience analytics to help achieve your metrics and KPIs.

Creative, connected and engaging experiences can create meaningful moments for customers. But do those moments carry them all the way through the path to purchase from one channel to another? What does omnichannel success look like for different brands that are making a difference in their markets?

Join leaders that are translating brilliant brand storytelling into measurable successes and get ideas for how to:

-Tell your brand story in a way that will connect with audiences in-person and online
-Use real-time customer data to find where you are losing customers, and use agile retargeting for success
-Measure and improve customer engagement around the campaigns, initiatives and experiences you’re crafting
-Connect your channels for a truly seamless omnichannel experience that drives engagement and reduces friction

Crafting Seamless Experiences that Drive Engagement and Revenue

Did you know according to a study conducted by Formstack in 2021, websites that use multi-step forms experience a 14% higher conversion rate compared to traditional single-page forms?

In today's digital landscape, forms play a critical role in collecting valuable information, driving user interactions and generating revenue for businesses. Organizations across various sectors invest significant resources in designing and implementing online forms to facilitate data capture, lead generation, and user engagement. However, without proper analysis and optimization, these forms may fail to deliver the desired outcomes and hinder conversion rates.

Watch this webinar to learn:
-The Importance of form analytics to uncover user behavior
-How to identify conversion barriers
-Optimizations to enhance the user experience

The Power of Form Analytics: Insights, Optimization and Conversions

Understanding the customer journey is a crucial task for retailers because it enables them to smoothly deliver personalized experiences that drive customer satisfaction, loyalty and, most importantly, sales. However, the increasing frequency, nonlinear nature and fragmentation of customer journeys make this understanding a daunting task. In this webinar, we look at three ways you can improve your customer journey by exploiting recent advances in AI, Data collection and retargeting technology. Specifically, we will discuss:

• Conversational AI: Explore how AI-powered chatbots can improve the customer experience, saving you time and money by delivering precise responses, autonomously creating content and eliminating chatbot inaccuracies

• Retargeting: Discover how to tailor retargeting efforts to customers at different stages of the buying process, including cart abandonment, site browsing and past visits

• Leveraging Real-Time Data: Learn how to leverage real-time customer data to identify areas where customers are being lost, measure and improve engagement around your campaigns and initiatives and connect channels for a seamless omnichannel experience that reduces friction

Speakers:

• Celina Wong, Sr. Director Of Analytics and Strategic Insights, TULA Skincare
• Josh Friedman, Head of Digital Products & Merchandising (Fmr.), Blue Apron
• Courtney Herb, Director of Brand Marketing, AdRoll
• Greg Dowling, Global Director of Business Insights, Glassbox

Engage, Influence and Sell: 3 Ways To Improve Your Customer’s Journey

As a Product Manager, driving product success is crucial to your role. However, identifying the root cause of a problem and taking the right actions to fix it can be challenging. Root cause analysis is the key to effective problem-solving.

Watch this workshop to:

-Learn how to use data and analytics to identify the root cause of common problems like customer churn, low feature adoption, and abandoned carts
-Discover best practices for conducting user research, analyzing customer feedback, and using A/B testing to experiment with different solutions
-Leverage tools like session recording, heat maps, and funnels to gain insights into user behavior and identify areas for improvement
-Equip yourself with the skills and knowledge you need to maximize the success of your product through effective root cause analysis
-Watch this engaging workshop on-demand and uncover the key strategies to identifying the root cause of your users’ problems, and drive the success of your product!

Workshop: Maximize Product Success through Root Cause Analysis by Glassbox

It can separate an athlete from the podium. It also separates countless online businesses from successful digital customer conversions.

As the digital ecosystem gets crowded, consumers enjoy an unprecedented wealth of alternatives. Those who serve their customers the fastest will also outperform their competition for sales, loyalty, and brand equity. In online sales, there is no prize for runner-up. By combining performance and experience analytics, organizations can spot issues faster, learn their causes and measure their impact in seconds.

Join Glassbox for a 30-minute on-demand webinar on why web performance analytics matters and how it can turn a new customer into a repeat one.

You’ll learn:
What is performance analytics and why is it important?
Lessons learned from leading brands such as Google and Amazon
How even a split-second has impacted the bottom line of top consumer brands like Yelp, Vodafone, Missguided and AliExpress

The Split Second Effect: Performance Analytics Deep Dive

For many, the anticipation of an exciting trip is often tainted by the stress of booking it online. Travelers may face a range of frustrating booking experiences, from unclear pricing and confusing search results to hidden fees and technical glitches. These pain points can lead to decreased satisfaction, lost sales, and negative brand perceptions.

Identifying these friction points along customer journeys is a tedious process. Once found, it can take hours, or even days, to investigate, prioritise, and fully resolve each issue. Technical teams are often swamped with support tickets which offer no clue as to the source of the issue or its severity.

In this on-demand webinar, we will explore the 4 digital insights that any online travel agency, airline, or hotel must have in order to efficiently optimise their customer’s booking experience and increase conversion.

Identify areas of user struggle - Where are users showing signs of frustration or confusion?
Investigate the underlying root cause - Why are they behaving that way? What is broken?
Validate the experience impact - How many users have the same issue? How bad is it?
Quantify the business outcome - How much conversion or revenue is lost?

Travel booking made simple: Unpacking User Experience Challenges and Solutions

VoC is an integral part of a good CX strategy, but how can CX pros more effectively unlock the voices of those who don't share feedback? Join CXPA's Gabe Smith, CCXP, as he welcomes Hadar Radzinski from Glassbox to discuss how CX professionals can surface the voice of the silent to improve issue resolution and identify growth opportunities that propel CX and business success.

Unlocking the Voice of the Silent Customer

E-commerce has never been so competitive until now. With a looming recession and retailers revisiting their digital transformation efforts, the time is now to convert digital shoppers into repeat customers.

Register now to learn how to optimize the most important e-commerce journeys so you can increase revenue and customer loyalty. This session will cover:

> Actionable insights and recommendations for journey optimization in today’s economy
> Best practices for collaboration across your organization
> How retailers like yourself are putting these recommendations into practice

In addition, we’ll share real-life examples of how retailers have put digital experience analytics to use and the results they’re receiving.

SPEAKERS:
• Carolyn Pollock, CMO, Tailored Brands
• Ryan Williams, VP, Digital, FULLBEAUTY Brands
• Amy Madonia, Executive Director, Global Ecommerce, MAC Cosmetics
• Greg Dowling, Global Director of Business Insights, Glassbox
• Moderated by Scott Silverman, Co-Founder, CommerceNext

4 Steps to Journey Optimization in an Uncertain Economy

We’re living in the age of the customer, so it’s understandable that many companies are striving — and claiming — to be customer obsessed. Yet many still fall short of creating superior customer experiences, even with sophisticated customer analytics in place, because of marketing myopia and internal misalignment. The solution lies in a new customer insights paradigm: the next best experience (NBX).

Join Glassbox’s upcoming webinar with guest speaker, Brandon Purcell, VP, Principal Analyst at Forrester and David Geffen, VP Product Marketing, Glassbox to learn how to use customer insights combined with marketing-focused analytics practices so your organization can truly become customer obsessed and CX led.

Attend this webinar to learn:
What The Next Best Experience (NBX) is and why it’s the paradigm for analytically driven personalization
The importance of cross functional collaboration and shared goals
The 6 dimensions for advancing your customer analytics maturity model – strategy, structure, process, data, analytics, and tech

Next Best Experience: The Next Stage In An Analytical Evolution

Financial institutions are vulnerable to digitally native, customer-centric new entrants. To maintain their competitive edge, established organisations must adopt a test-and-adapt approach using digital experience insights. Digital experience intelligence provides crucial data to make informed decisions and test larger ideas before deployment. By ensuring that every digital decision is well-informed by data, financial institutions can maximise the performance and business impact of their web and mobile channels, while also boosting customer satisfaction and loyalty.

Learn how to:
Reduce time to market for new experiences and features
Use the customer voice to shape your practical approaches
Use digital insights to shape tests, create dynamic customer engagement and respond to customer needs.
Influence strategic decisionmakers using
CX data Harness data to drive experimentation and turn customer insights into action

Putting Insights and Experimentation at the Heart of your Digital CX Strategy

As more revenue is being generated on digital platforms, maintaining the ability of production environments has become a business-critical priority as any error or glitch can directly impact an organization’s bottom line. However, engineering teams currently have little visibility of the business impact of these errors, which can lead to a drop in user engagement at the customer end of development.

This webinar discusses how real user experience can provide a new level of insight into the digital customer experience in real time.

Prioritize Site Issues and Boost Revenue with Real User Experience (Rux)

All digital businesses are on a quest to convert website visitors into customers, and gaining insight into modern customer experience data has become crucial to achieving this. Today, every step of the digital journey can help build brand loyalty, and ultimately lead to more revenue opportunities. This on-demand webinar discusses how gaining true insight into the customer experience can help organizations to boost their conversation rate optimization

How to Optimize Customer Behaviour through Conversation Rate Optimization

Today’s businesses are evolving rapidly to meet new customer expectations. Organizations leveraging digital experience platforms (DXPs) to help deliver strategic digital transformation initiatives are far outcompeting those that are not. Based on a study from analyst ESG, research shows organizations using DXPs to enhance the end-to-end customer journey are winning in this highly competitive market.

Watch ESG Senior Analyst Paul Nashawaty and David Geffen, VP, Product Marketing, Glassbox for an on-demand webinar as they discuss research from over 370 IT and business leaders from North America on the impact of DXPs in the modern world.

You’ll learn:
Why modern organizations seek to become “digital first”
How DX platforms can empower business advantage
Trends that can drive – or delay – DXP adoption

DX Platforms: Your Fuel to New Business Growth

There are increasing numbers of analytics tools that map your customers journey across your websites and apps . But showing what they are doing is only the first step. Understanding why they are behaving this way is the key to prioritizing your efforts and driving gains in conversion, revenue and customer satisfaction.

In this 45 minute webinar you will learn from real world examples:
-What is journey mapping and where does it fit in your tech stack
-Why AI is a critical part of Journey Maps
-How can you use them to understand customer behavior 
-Ways to optimize the customer journey based on journey insights

See demonstrations of the Glassbox Augmented Journey Map in action.

Map Your Customers’ Digital Journeys and Deliver the Experience they want

Mobile apps that are unsuccessful have one thing in common: poor experience. Learn how you can deliver a flawless mobile experience that will bring users back to your app time and time again. And see how one company has put this into action and the impact it’s had.

Attend this webinar to learn:
-How Blue Shield of California uses DX analytics to better understand their users 
-Ways to harness insights from Glassbox and provide a better mobile app experience
-Actionable insights for mobile app optimization

Your Playbook for Better Mobile App Experience

Although digital banking has seen an increase in total adoption year over year, this comes with its own challenge: digital fraud. According to a recent study by LexisNexis, online banking accounted for 33% of the U.S. banks’ fraud in 2021. Join Glassbox’s 30 minute webinar to learn how digital experience analytics helps financial institutions mitigate and investigate fraud. We’ll discuss:

-Best practices for collaboration across teams to proactively monitor fraudulent activities 
-The importance of digital experience analytics in fraud investigation by having a view into every digital interaction 
-How observability helps you to proactively predict and prevent fraudulent activities

Digital Experience Analytics: Your Secret to Fighting Fraud

Digital integration is a must have and not a nice to have. The global environment of the past few years showed us that organizations had to become “digital first” to gain business advantage against their competitors. With a looming recession and organizations revisiting their digital transformation efforts, where do we see CX initiatives taking shape in 2023?

Listen to Tabitha Dunn, Head of Global Customer Experience, Hitachi, Greg Dowling, Global Director of Business Insights, Glassbox, and CXPA CEO Greg Melia, CAE for a candid discussion about current pressing issues and developments in CX as well as a look ahead to the issues and trends that are top of mind for CX professionals in 2023.

Watch this on-demand webinar to hear the panel discuss:
How might customer experience and CX teams are impacted by the economic recession
Key factors a CX leader might want to consider in making their 2023 budget proposals
Steps CX leaders should consider ensuring their digital channels are well-integrated with traditional channels
What is CXPA hearing from members about their needs for 2023

CXPA Trends: What’s next for CX in 2023?

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Get powerful marketing insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which marketing strategies and techniques are driving customer and revenue growth.

Get powerful e-commerce insights to grow your online transaction volume. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the e-commerce strategies and techniques that drive growth.

E-commerce

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Data and Analytics

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CXPA Trends: What’s next for CX in 2023?

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