Already this year, many CX leaders across all industries have achieved things they would never have thought possible – including meeting sudden, unprecedented customer demand for digital engagement. This has meant increased pressure on implementing a on customer-centric transformation, redesigning digital journeys, and rapidly embracing new processes and technologies.

Unfortunately, in an attempt to respond to this new normal, many organisations are making the mistake of treating customers like components pushing them through siloed channels, depriving them of the opportunity of delivering an excellent customer experience across their digital platforms making it easier for their customers to engage. The current climate has underscored the need for more Intelligent Engagement where channels are not prisons, security is invisible, agents can be trusted advisors and simplicity creates loyalty.

While activity over the last few months may have been an anomaly, the shift in customer expectations created under those circumstances is here to stay. Whether its talking to a live agent or a messaging platform, customers want options whilst having a personalised service, and they need answers. To that end organisations need to do a better job of providing predictive interactions based on customer engagements with deeper personalisation, self-service automation and conversational designs embedded within them that ultimately reduces customer effort.

The Creating powerful conversational design for Intelligent Customer Engagement Virtual Boardroom will bring together customer engagement, customer experience leaders from the banking, finance, insurance, retail, government and telecommunications sectors to share their expertise, lessons learned, and best practices to help you define and deploy intelligent engagement strategies your organisation needs to stay ahead of expectations. The session will debate the most important strategies and trends—from deeper personalisation, to savvier call deflection, to digital engagement on messaging channels like SMS or Apple Business Chat and others—and explore how brands can nurture their newfound agility.