Summary:

BWG Connect and Upland CXM invite you to participate in a unique virtual event that will provide the opportunity to join a 60-minute interactive discussion focusing on transforming customer data into digital intelligence. All attendees are welcome to jump into the conversation at any time to share opinions, give thoughts on strategies, express pain-points and ask questions.

During the session, we'll have a moderated and collaborative discussion about accelerating digital transformation, collecting & creating actionable insights from customer data, improving customer engagement, optimizing personalization & more.

• Pivoting Your CX Strategy During COVID-19 – Organizations have had to quickly pivot their business strategies to address the current climate of COVID-19. How has COVID-19 affected your digital / customer experience strategy – in the short-term (pivoting) or in the long-term (the new normal?)? Has it caused you to accelerate / pause certain digital initiatives considering the remote environment? How has customer feedback informed your strategies?
• Mitigate and Prevent Customer Churn -Traditional methods to mitigate churn are no longer enough. With disruptive, “born digital” competition looming and customer expectations rising, customer retention is paramount. With hundreds of options for anything they desire at their fingertips, your customers need, and expect, more. How can Media & Entertainment companies accurately predict churn across all touchpoints, then act ahead of time to increase customer retention & decrease churn?
• Nail the Omnichannel Customer Journey - Customers have multiple ways to interact with Media & Entertainment companies - mobile messaging, web, social media, email, and in-app. This provides flexibility but creates challenges to track, monitor, and understand what’s happening at each touchpoint, especially given disparate systems across the customer journey. What can Media & Entertainment companies do to appropriately collect, analyze & create actionable insights from their digital intelligence, while improving customer loyalty?
• Drive Deeper Personalization - Media & Entertainment companies have a unique challenge: turning once-established experiences – flipping through the newspaper or sitting down in front of the TV – into highly personal digital experiences.  A whopping 59% of customers say that personalization influences their purchase decisions. Personalization is the number one mechanism to grow and retain customers. Consumers expect personalized experiences from every brand, including their Media & Entertainment service providers. How are companies leveraging digital intelligence to improve personalization and compete effectively with disruptive newcomers and innovative competitors?
• Keeping Pace with Technological Disruption - Technology is accelerating at a rapid pace, increasing the demand for technological investment just to keep pace with competitors. Modernizing technology platforms and data storage infrastructure can reap rewards through better customer satisfaction and increased efficiency in operations. What factors are Media & Entertainment companies considering to keep technological innovation strong? 

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