CUSTOMER JOURNEY – A KEYNOTE SPEAKER AND FUTURIST’S TAKE ON DESIGN THINKING

The market’s best customer journey keynote speakers are seeing no signs of incoming mail slowing down. As the world of CX grows more connected across channels, devices and business functions, top pros (who are more in-demand than ever) that work as customer journey keynote speakers are focusing their talks on emerging experience models, the expanding journey ecosystem and new measurement approaches.

A major theme encompasses presenting integrated experience frameworks needed as siloed marketing, sales, service and e-commerce evolve into continuous loops binding everything from discovery and research phases through purchases, onboarding, renewals, and support. The best customer journey keynote speakers detail the technology, organizational realignments and process workflows necessary to enable consistent experiences as customers traverse multiple touchpoints with a business.

The proliferation of IoT sensors, wearables, virtual assistants, connected appliances and transportation and more means the customer experience ecosystem is expanding. Soon nearly any daily activity from driving to walking a city street offers engagement opportunities. As a result, top customer journey keynote speakers spotlight strategies for leveraging this ambient experience ecosystem using context signals for hyper-personalization while appropriately balancing privacy concerns.

As customers effortlessly move across devices and environments, keynotes will examine decentralized identity management, universal profiling, blockchain enabled data ownership and other innovations allowing users to manage their own data agency to authorize beneficial brand interactions. That drives relevant experiences without companies needing to store customer data locally.

With experience ecosystems growing exponentially diverse thanks to technology integrations, customer journey keynote speakers are also set to provide guidance around AI and machine learning. These tools synthesize insights, predictively trigger interventions and orchestrate follow-up across engagement mediums. Algorithm ethics will be central given potential data biases. Discussion around balancing automation with human judgment is forthcoming.

And bank on seeing customer journey keynote speakers plan to introduce more holistic experience measurement frameworks spanning brand purpose, cultural relevancy, accessibility, inclusiveness and sustainability besides transactional metrics. That captures wider indicators on the total enterprise value derived from customer experiences.