ABM Forum 2023

Fortune favors the bold. The phrase has never been more relevant. Despite economic challenges, now is the time for businesses to be bold. To ensure that their ecosystems are aligned, focused, and ready for the future. Because a customer experience that drives growth is not the responsibility of just one team: It requires CX, Marketing, and Digital working together to exceed customer expectations. So now is the time for boldness. Bring people and processes together across disciplines to achieve shared goals. Focus is key to success.

Customer experience is the defining competitive differentiator in every industry today. Keeping the customer at the heart of everything has become the key to achieving business results. There’s also a mountain of research-based evidence that indicates organizations are rapidly and aggressively strategizing, adopting technologies and optimizing contact centers to create a seamless experience for customers. Yet, surprisingly, according to Emplifi 2023 survey, states that 49% of consumers will abandon a brand after one poor experience. Which simply means there are challenges existing and innovation that are yet to be adopted in order to retain customers. Under this years theme CX Deep Dive – we will be exploring those challenges and talking about key critical aspects of CX that would take shape in 2023 and years to come.

When the world gets unpredictable, it's easy to play it safe and cling to what worked yesterday. But that's not your best bet for success. Instead, it's time to take a chance. Change the game. And shake things up. Start with Shakeup B2B, an online event designed to spark new ideas, inspire action, and (gasp!) throw those long-held best practices out the window. We're lining up a full-day conference with concurrent sessions, one-on-one opportunities with subject matter experts, small-group roundtable discussions, plus two optional interactive workshops with certification.

You know the importance of a great customer experience. But without a proven framework, your irregular CX efforts may not be giving your customers the experience they deserve. In this session, you'll get Stacy's tested framework for "Doing CX Right"—based on research and real-world stories—and you'll discover how to use this framework to create a competitive advantage.