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Conversational analytics will transform contact centres by enabling companies to act immediately on insights from every interaction.

First-generation bots are a thing of the past. It is time for the virtual agent to perform sophisticated actions — like checking on the status of an order, changing a delivery address, and more — to fully automate complex processes end-to-end.

Triya Govender, Head Of Marketing & Client Experience at Floatpays, talks about the central role of data in creating a more effective, human-centred client experience that drives retention and advocacy. 

This a new phase, but I also believe that we are evolving towards a world where this ultimate, zero-effort convenience has become a commodity.

What is the key to crafting winning customer experiences for a diverse set of customers? Danny Crayton, Chief Marketing Officer at Lippo Malls, Indonesia, shares insights on delighting customers and the future of the physical store. 

Centring your value proposition around low prices can be risky. Your brand is only winning till the customer finds a better price elsewhere. Instead, focus on adding value to what the customer is spending on.

Brand safety and suitability are crucial aspects of any advertising campaign. In today's digital world, where the wrong ad placement can damage a brand's reputation, ad tech platforms offer powerful solutions to ensure that ads are placed in safe and suitable environments

When you fix an issue brought up by a customer’s feedback, do you also measure the business metrics associated with this workflow? It’s important.

What is the key to redesigning customer experiences in a changing world? Author and CX expert Olga Guseva shares insights on how to speak multiple languages for cross-functional teams and using the science of facilitation to consider diverse perspectives. 

John Lilly, Head of FSI Digital Experience at Adobe discusses how financial service providers must focus on personalisation not only as a marketing activity but as a positive change in the business operating model to serve customers.