The Ultimate Test of Brand Loyalty

In a world where emerging AI and cloud technology dominates the customer experience (CX) landscape, one critical question remains: Can technology truly enhance the bond between a brand and its loyal customers?

According to 1Stream’s Jed Hewson, co-founder and joint CEO, the answer is a resounding "yes", but only if technology serves to reinforce, rather than replace, the human connection. In his upcoming keynote presentation at the ITWeb CX Summit 2024, Hewson will delve into the evolution of CX, the impact of AI, and the CX of the future.

Optimizing Service Levels = Brand Building

Hewson argues that CX isn’t just about technology or AI; it’s about optimizing service levels, building a brand, and ensuring that brand promises are fulfilled. In other words, it’s about going back to basics and focusing on the customer.

"Companies must link IT solutions with service level agreements and strengthen their brands by personalising the customer experience," says Hewson. "The goal is to create loyalty, trust, and intimacy with the customer."

The Power of Personalized Branding

Hewson believes that the essence of CX lies in remembering the significance of personalising the brand. "A brand is a tribe – it’s a shared journey between the customer and the company," he says.

In today’s digital landscape, this means using data and analytics to understand individual customer needs and preferences. It’s about leveraging these insights to create personalized customer experiences that build loyalty, trust, and ultimately drive business growth.

Rethinking the Customer Conversation

As the world converges with CX systems, businesses must rethink the art of conversation. Gone are the days of siloed communication channels; it’s now about creating multiple touchpoints that converge and integrate seamlessly.

"We use technology to facilitate conversations and empower businesses to strengthen their CX," says Hewson. "But technology has also raised customer expectations."

Don’t Miss Hewson’s Keynote

Join Hewson at the ITWeb CX Summit 2024 to explore the future of CX and branding. With his keynote presentation, you’ll gain exclusive insights into the evolving landscape of CX, the importance of personalized branding, and the role of technology in enhancing customer experiences.

Click here to register for the ITWeb CX Summit 2024 and get ready to shake up your approach to branding and customer experience!