Presentations

Modern Customer Engagement Imperatives through Digital & AI

Modern Customer Engagement Imperatives through Digital & AI

In this past presentation from Customer Experience Management 2019, Adrian Pok, Technical Sales Director, Global Black Belts, Microsoft explores:


  • customer experience as a key brand differentiator and the use of AI and digital to deliver better ways to delight customers
  • how Microsoft are breaking down traditional application silos
  • the new generation of modern, intelligent cloud applications
How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

In this past presentation from CEM 2018, Jyoti Shukla, Vice President of User Experience, Nordstrom (USA) explores: 

  • Empowering sales teams to listen, connect and provide exceptionalcustomer service at every given point
  • The transformation of the role of the instore salesperson to a digital entrepreneur/strategic leader
  •  Identifying key employee traits from different disciplines throughout theorganisation to drive customer experience strategy
  • Building a workplace that attracts talented people who will stand behindyour brand
  •  Removing the traditional shopper paint points and rethinking ‘business as usual’
  •  Going the extra mile to evolve your relationships with customers from a mere transactional one to something more personal

Offshore Airports Customer Service Fundamentals

Offshore Airports Customer Service Fundamentals

In this past presentation from Customer Experience Management 2018, Simon Jobson, Human Resources Manager, Qantas explores:

  • Mega trends impacting customer experience
  • Attributes that drive customer satisfaction
  • Key customer service strategies utilized to reduce negative customer experiences
eHealth’s Journey to Improve Customer Experience

eHealth’s Journey to Improve Customer Experience

 In this presentation from CEM 2018, Michael Berndt, Chief Customer Experience Officer, eHealth Queensland explores: 

  • an overarching Service Delivery Excellence Program to transform service delivery capability
  • utilising AI and digital integration to make big gains in ICT health service delivery – smarter service solutions, lower costs, in addition to more responsive and better quality healthcare
  • a Voice of Customer Program, embedding the customer at the heart of the business
  • adoption of customer-led design principles to create innovative and practical digital solutions
  • deep learning to transform customer facing processes, enhancing digital capability
CEM Presentation Pack

CEM Presentation Pack

To start your 2019 right, you can explore a selection of exclusive presentations to see what you can expect at this year's upcoming event.

You'll get 50+ pages covering modern customer engagement imperatives through digital & AI and how to improve customer service through staff empowerment.