Customer experience (CX) is one of the most important competitive differentiators for consumer brands. A brand encompasses more than just its products. Brands must also focus on how they engage with their customers, from how potential consumers navigate the product website to how they speak with customer service staff.
The leading brands of today’s internet age have successfully created a digital-first CX strategy. With the customers migrating online at astonishingly fast rates, customer support software company Freshworks, is launching RE:SOLVE, the biggest summit for digital-first CX. World-class leaders will share their secrets to delighting customers, retaining them, and growing their business.
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Happening on 26 August 2021 at 10 AM SGT, RE:SOLVE is a virtual event where audiences can learn tips and tricks, borrow ideas, and get insight into unlocking business growth by leveraging the power of CX.
With diverse topics ranging from how a fintech giant uses artificial intelligence for contactless customer service to how an e-commerce leader uses instant messaging to scale reach, RE:SOLVE will demonstrate the remarkable value of digital-first CX in today’s world. Even better, attendees will also get exclusive access to live, curated masterclasses that focus on ways you can begin to improve CX in your business.
Hear firsthand from leading brands leveraging digital-first CX
As this year’s biggest summit for digital-first CX, RE:SOLVE officially kicks off at 10 AM SGT in Southeast Asia. It will also go live simultaneously across India, Middle East, Africa, Australia, and New Zealand.
The event will feature some of the leading names across various business sectors including retail, edtech, food delivery, fintech, and more. Sharing inspiring stories of how they disrupted CX with digital-first strategies and achieved exponential growth for their businesses at RE:SOLVE are international convenience store chain 7-Eleven, Asia’s leading online fashion platform Zalora, world’s most valuable edtech company, Byju’s, Asia’s fastest-growing fintech firm, PhonePe, and India’s leading hyperlocal delivery app, Dunzo. Other top brands who will speak about their CX stories include Lenskart, Booktopia, Multichoice, MTN Cameroon and Landmark Group.
Audiences can look forward to keynotes by guest speakers, topic-tailored sessions, and hands-on workshops.
Discover digital-first CX with immersive sessions and live masterclasses
Interested in learning how to utilise digital-first strategies to turbo-charge your brand’s CX? Here is a detailed rundown of RE:SOLVE.
The virtual event will feature six immersive sessions and three live curated masterclasses organised into three distinct tracks.
The three tracks are:
- Digital CX for Mobile Apps – Track A
- Customer Service as a Profit-centre – Track B
- Modern Customer Service Architecture – Track C
Track A focuses specifically on creating a more engaging customer experience via mobile applications. This involves two sessions: the first, “Contactless customer service with AI chatbots”, demonstrates how to create an engaging, contact-free customer service experience with artificial intelligence, and the second, “Instant responses for mobile-first customer”, zooms in on how to ace mobile-first customer service. The track will finish off with the masterclass on how to get started on creating your chatbot
Meanwhile, Track B helps audiences learn to leverage customer service as a centre for profit. It comprises two sessions, “Re-inventing CX from sales to support” and “How CX drives relationship and revenue”. The first session will cover how brands need to address the blurring lines between sales & customer support, and how customer-facing teams need to work on a common goal: the customer. During the second session, 7-Eleven talks about how their contact centre helps contribute to revenue by making it effortless for their customers seeking assistance. This track ends off with the masterclass “Calculating the ROI of your customer service”.
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Last but not least, Track C goes in-depth into modern customer service architecture. Like the other two, this track also consists of two sessions. The first session features Singapore’s largest omnichannel eyewear retailer, Lenskart, who talks about the importance of an omnichannel customer service architecture for today’s shoppers. The second session, “Line is the new toll-free for customer service”, will focus on how the freeware messaging app Line Messenger has adapted to the business’ CX needs. Finally, audiences can end off with a hands-on masterclass, “Getting started with Line Messenger”, where they can learn how to get started with LINE Messenger’s API.
The sessions and masterclasses will last 30 minutes each.
Some speakers who will share their own companies’ experiences of digital-first CX include:
- Zalora, Director of Payments & Customer Operations, Kannan Rajaratnam
- 7-Eleven, Business Process Innovations consultant, Allian Marie Sheila
- Dunzo, chief customer officer, Vidyanand Krishnan
- Byju’s, vice president of operations, Mohnish Jaiswal
- Lenskart, co-founder and head of Product, Ramneek Khurana
Save your seat now to unlock your company’s growth with digital-first CX. To sign up or learn more about RE:SOLVE, head to the event website.
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This article is produced by the e27 team, sponsored by Freshworks
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