PART 1:
90% Economy, New Rules! How can CX Professionals survive and thrive?
30 SEPT 2020
PART 2:
Customer Journey Analytics and Orchestration with Big Data and AI
28 OCT 2020
PART 3:
The Marketing
role of the
CX Professional
25 NOV 2020
PART 4:
Journey Acquisition,
Retention, and
Optimization
27 JAN 2021
Part 1:
90% Economy, New Rules! How can CX Professionals survive and thrive?
On the 30th September 2020, inQuba hosted the first part of Level Up CX Summit. The speakers presented an overview of a Blueprint for Customer Management in the New Economy
Our speakers were Lior Arussy (CX & Strategy Execution, Creative Catalyst, Author – LiorArussy.com) and Michael Renzon (CEO & Co-Founder – inQuba)
During our webinar, Lior and Michael covered the following:
- The reality of The 90% Economy
- The new customer mindset and how it affects you
- Adapting to the new realities
- Regaining the lost 10%, and beyond
Recording
Slide material
Part 2:
Make Better CX Decisions & Convert Customers with Data Science
On the 28th October 2020, inQuba hosted the second part of Level Up CX Summit. The speakers discussed better decision making and customer conversion with data science
Our speakers were Alasdair Douglas (Head of Experiments, Servian) and Michael Renzon (CEO & Co-Founder – inQuba)
During our webinar, Alasdair and Michael covered the following:
The key to what customers value is hidden in their data – your competitive advantage. Real customer journeys are data-driven, built by customer data, behavioural data, transactional data and business data. By joining the dots with AI and collecting customer feedback, the CX professional is able to discover what customers are doing, what their emotional context is, and where journeys can be orchestrated for success. Now more than ever, business wants answers backed by data.
Recording
Slide material
Part 3:
The Marketing role of the CX Professional
Part 3 of Level Up CX Summit was hosted by inQuba on 25 November. The speakers discussed how and why today’s marketers need to extend their vision to the full and actual customer journey.
Our speakers were Upendra Dharmadhikary (Vice President, Tech Mahindra Consulting) and Michael Renzon (CEO & Co-Founder – inQuba)
During our webinar, Upendra and Michael covered the following:
Businesses need to understand customers’ complex multichannel behaviour. Today’s marketers are extending their vision to the context of customers’ full journeys (rather than isolated channels) in order to extend the impact of their efforts.
Today, marketers need a view of opportunities and pain points throughout the customer journey, and an approach is needed for this new collaboration with CX.
