(Adnkronos) - Si è tenuta presso la Community House a Roma la seconda edizione del Forum Customer Experience, l’evento di Comunicazione Italiana dedicato all’innovazione nel business e nell’ecosistema delle esperienze.
A confrontarsi, figure di primo piano – Chief Marketing Officer, Responsabili Customer Care, Sales Director – di aziende leader di vari settori industriali, che hanno affrontato temi a tutto campo: dall’impatto dell’intelligenza artificiale, alle sfide della crisi economica fino alle opportunità della ripresa post pandemia.
00:00 The second edition of the Forum Customer Experience, the Italian communication event dedicated to innovation in the business and in the ecosystem of experiences, was held at the Community House in Rome.
00:17 At the center of the meeting, which saw the interventions of Figital Talk and Figital Speech, the theme of Customer Experience in the world of today's companies and how a correct management of the customer community impacts the offer of services.
00:31 The most important challenge in our contemporaneity is to generate and support new behaviors. As an organization, we have this responsibility, so we need to see the Customer Experience in a different way, with a different perspective.
00:44 The Customer Experience is not only about the customers, it is about people, our sales networks, and the communities where people live. So, today, it is not a process, it is the product of the exchange, it is not just a product, it is a means.
01:01 So, what is the big challenge? If we want to bring home an impact of the experiences that change, we have the need to involve the whole ecosystem.
01:12 For this reason, we believe that we can no longer talk about Customer Experience without having a Community Experience.
01:19 We are going to face the leading figures of companies and leaders of various industrial sectors, Chief Marketing Officers, Responsible Customer Care, Sales Directors, who have addressed issues all over the field, from the impact of artificial intelligence to the challenges of the economic crisis to the opportunities of post-pandemic recovery.
01:38 So, to answer these two challenges, how does Sprinklr support organizations in addressing these two challenges, we start with the ability of this platform to widely intercept, on any channel,
01:53 so, we often hear about omnichannelity, to intercept any type of consideration, judgment, reflection, or thought that a user has related to their experience,
02:05 and, obviously, thanks to artificial intelligence, which is another hot topic nowadays, to be able to categorize, understand, and improve this Customer Experience
02:16 by virtue of the benefits that each department can obtain from this information, which, as I said, do not necessarily have to be requested to the user.
02:27 So, Sprinklr is able, from listening, understanding, and action, to help companies with a single solution, and not multiple solutions, to address this Customer Experience in full,
02:41 by listening in real time and being able to act to improve it.
02:45 The meeting of Italian Communications has allowed us to reflect on the management of a Multichannel Customer Experience,
02:52 essential for the development of products and services of quality within a functional and effective relationship with their customers.
03:00 Today, companies have a new challenge when it comes to involving, on the one hand, consumers, but also candidates.
03:09 For us at Clever Connect, the Candidate Experience is something we are working on a lot together with companies,
03:16 trying to bring back what is a bit of the experience and the logic of personalization of the paths, of the experiences that are typically offered to the consumer.
03:28 We are trying to bring back the same logic, the same techniques, and also the same technology, the same tools, in the world of human resources.
03:35 We are supporting companies in this, in imagining and defining new processes, in supporting them also thanks to technology,
03:44 and in bringing the same logic of collaboration between departments, marketing, communications, and human resources,
03:50 with the idea of seeing the selection process as an Omni-channel experience, therefore Omni-comprehensive, which is not only about the competence of human resources.
