Tarun Dadoo

VP Products & Delivery

Panelist

Discover

Kate Kaye

Deputy Director

Panelist

World Privacy Forum

Jeremy Goldman

Senior Director, Marketing Commerce & Tech Briefings

Moderator

E-Marketer

Dive into the nexus of AI, privacy and personalization in this critical session tailored for today’s data-sensitive environment. As players in the new era of digital marketing, how do you continue to "level up" your customer experience (CX) without overstepping into personal privacy? This session explores the evolving landscape of consumer data protection, AI's impact on society, and the governance tools that are shaping the future of privacy-conscious personalization, and more.

Kelsey Kenyon

Manager, Digital Research & Testing

NRG Energy

Mike McDowell

Senior Solutions Consultant, Global Accounts

UserTesting

According to a Gartner study, 90% of customer-facing employees claim they understood the needs of customers, while only 38% of customers say the employees they interact with understand their needs. There's a common discrepancy when it comes to understanding customers, how employees perceive their understanding of customer needs and how customers themselves perceive it.  Additionally, while many companies have some form of analytics, and may know what their customers do, they often have no idea why their customers make the decisions they do.  

In this session, Kelsey Kenyon, Manager of Digital Research & Testing at NRG shares how digital teams can work with research teams to understand the "what" and "why" behind customer decisions, and why it's critical for businesses. With the help of user research and behavioral analytics, organizations can create better experiences, meet customers expectations, and retain their loyalty. Attendees will learn how customer insights can help drive their businesses toward becoming more customer-obsessed and responsive to customer needs.

Nathan Dobbie

Director of Product Management

Contentsquare

Embark on a journey to explore Contentsquare to its fullest potential. Our product experts will guide you through enablement strategies, advanced trainings, and key integrations to unlock the full value of the platform you already know and love.

Every customer has their own unique journey with your brand - but fully understanding and responding to the ebb and flow of that journey can be a major challenge for marketers. Today's consumers expect highly relevant, personalized interactions every step of the way when they engage with a company, a unified experience that requires the right tools and the right strategy to make a reality. In this session, learn how marketers can gain a deeper, more nuanced understanding of the different phases and touch points of each customer's journey via product analytics, and then leverage Heap by Contentsquare's integration with Braze to seamlessly act on that understanding while leveraging the Braze platform's advanced personalization and AI capabilities.

Christy Taroni

Managing Director of Digital Platforms

FedEx

Gaurav Vijaywargia

Global Head of Data & AI

Amway

Dan Olsen

Trainer, Consultant, & Author

The Lean Product Playbook

Navigate the realms of digital experience analytics, digital experience monitoring, and product analytics. Uncover the pivotal roles these elements play in crafting one path to an unforgettable customer experience. Hear directly from our clients on how to equip yourself with insights and strategies needed to emerge victorious.

In this dynamic panel discussion we will delve into the defining characteristics of the ‘new customer’ as well as Gen Alpha and provide valuable insights into the forces shaping these trends. We'll share cutting-edge strategies to elevate your consumer experience, ensuring you stay ahead in this evolving landscape as well as hear from a leading brand on how they approach the digital experience.

Grant Gunderson

Director, Digital Product & Customer Experience

Papa Johns

Mark Kate Cash

Head of Growth Marketing

AB Tasty

Led by the experts at AB Tasty, this session will feature insights from Papa Johns, a leading name in the pizza industry. Discover how Papa Johns harnesses the power of experience analytics to formulate winning hypotheses and drive rapid experimentation. Learn from real-world examples and gain practical tips to elevate you own CX game, ensuring you stay ahead i the competitive landscape. Get ready to unlock new levels of customer satisfactions and business growth.