• Gain insight into the complexities of omnichannel strategy development, balancing the needs for personalisation and privacy across human and digital interactions 
• How to nudge customers toward self-service without compromising customer experience 
• Discuss how to overcome the challenges faced in implementing channels, including outdated technology and the need for continuous adaptation to evolving customer preferences and technological advancements 

How people think about their customer experience strategy is rapidly shifting. In this session, we break down five major shifts in conventional wisdom based on industry studies, annual CSG data, and experiences working with our clients. We also provide steps you can take today to adapt to those changes and deliver winning CX: 

• Effortless v unforgettable experiences  
• Customer profiling and actionable insights  
• IT breaking the martech silos  
• Winning omnichannel strategy values quality — not quantity — of channels  
• CX projects need to show ROI within a year of inception