The 4th edition of the CX Evolve Summit 2024 sponsored by Khaleej Times took place August 29. It’s more important than ever for organizations to map out and create a wow experience throughout the customer journey with their brand. With rising competition and a rapidly evolving global landscape, trust between consumers and brands is more sacred than ever. According to a recent Salesforce survey, 94% of consumers believe that a positive experience is 3s necessary as the actual product or service when making repeat purchases. And if that’s not enough to convince you, 74% of consumers have already switched brands due to shifting loyalties.
The pandemic has accelerated the digital-first strategy. allowing brands to evolve alongside end-users and service providers in this era of digital flux. And with consumers willing to pay a premium of up to 16% for better experiences, the key to unlocking this opportunity is a smoother CX journey.
The Summit explored how to anticipate consumer demands, control customer experiences, and drive brand loyalty, and deliver value beyond personalization while safeguarding privacy and data integrity. It is has become key to create hyper-personalized, unique, and socially responsible brands that build trust with consumers.
As part of the summit, Jihane Tehini, Partner, Human2outcome moderated a panel on “Delivering seamless customer journeys across industries: Bridging Technology and Human Touch“. She explored with the panel the balance of tech and human factors in enhancing the customer experience across a range of industries and situations and strategies for omnichannel customer engagement. Her panelists were:
- Andreas Markdalen, Global Chief Creative Officer, frog, part of Capgemini Invent
- Dr. Hassa Saif Al Mazrouei, Medical Director Patient Experience, Sheikh Shakhbout Medical City – SSMC
- Ankesh Agarwal, Director, Customer Experience, Majid Al Futtaim