In an uncertain economic climate, consumers demand empathetic, accessible brands on which they can rely. Customer assistance delivered by human agents and experts boosts CVR, trust & loyalty, and enables businesses to better understand their audience. How can these superior digital experiences be delivered in times of crisis?

Now more than ever, when most relationships are primarily digital, it is vital that brands bring the human touch into interactions with their customers. Whether via live chat or through chatbots, our ability to create meaningful conversation that connects us is one of the most valuable skills an online business can possess. From persuasive language and mirroring, to building trust and empathy, this conversation will explore how you can harness psychological insights to take a more human-centric approach to online communication.

Discover how Histoire d’Or, France's leading jewellery chain, provides premium purchase advice online thanks to an expert community who injects passion, expertise and authenticity into conversations; in turn, fostering loyalty within its customer base.

Staying competitive in the tech sector means constant innovation and accelerated delivery of a superior customer experience. Ed Billmaier will detail the agile conversational strategy that has delivered a 100% coverage rate and huge up-lift in CVR — while providing an experiential shopping journey for its US website visitors.

Stepping back from the crisis, this conference will explore what businesses can expect in 2021, before looking at myths and reality on how AI can enhance conversations and personalize experiences. You will discover how leading brands are pivoting to a digital relationship that transcends apps and websites.

Stepping back from the crisis, this conference will explore what businesses can expect in 2021, before looking at myths and reality on how AI can enhance conversations and personalize experiences. You will discover how leading brands are pivoting to a digital relationship that transcends apps and websites.

Although the travel industry has been hit hard by COVID-19, there are lessons to be learned from their coping and recovering strategies. In this inspiring session, Virginie Kerhuel from HomeExchange.com will discuss digital resources on which this sector can rely, such as online communities.

In this session, Matthieu Pihery will walk us through the digital strategy that enabled Belambra, France’s leading vacation club, to effectively manage the crisis thanks to expert advice and reassurance delivered by their independent online community.

Delphine Rhodes, from Best Western Hotels & Resorts hotel group, will address the topic of building an authentic and qualitative online customer experience that embraces the growing demands by consumers for more meaningful experiences.

COVID-19 has deeply impacted the Travel & Tourism industry, but some stakeholders have found the resources to react quickly and retain their customers despite the challenges. In this session, we will discuss CX transformation with Adriano Napoli, from TUI Cruises.

COVID-19 has brought to light the importance of communication between brands and consumers, along with new challenges: being responsive and creative, while readjusting ambitions in relation to budgets. This session will focus on a key topic in customer relations in 2020: flexibility and innovative solutions like on-demand expert communities that assist online visitors, 24/7.

Flexibility is not only what customers demand from the brands they interact with, but also what businesses need to survive and thrive. This year, the forces of change have had such a significant impact on economies and business models, that only those capable of adapting their CX processes to the new realities and demands will make it.

Bank and insurance advisors must respond to numerous queries daily across multiple channels. During this session, we will focus on two key topics for these organizations: increasing customer service efficiency and developing an effective web-based acquisition strategy.

In this insightful session, you will discover how FLOA Bank managed to shift a large part of its customer service online, while simultaneously reducing e-mail contacts and contact costs, all through a very effective conversational strategy. This approach also delivered great achievements in terms of customer experience.

There no doubt that businesses must create meaningful digital experiences at a time when customers need it the most. But, what is it that customers need in these times? How can companies respond with limited resources when almost everything needs attention because of COVID? In this memorable keynote, world-renowned digital anthropologist, keynote speaker and Global Innovation Evangelist at Salesforce, Brian Solis will shed light on evolving customer expectations and how to leverage AI and conversational commerce to deliver more meaningful, timely, and relevant experiences, build stronger customer relationships, drive business growth.

Discover how one of our customers has been using Video Chat to interact with their prospects since COVID hit. Find out why this solution has become an effective tool to reassure visitors and generate business.

Digital transformation has become a strategic priority for the Services industry. Tune in as one European industry leader shares exclusive insights about how they are delivering outstanding CX by meeting customers on their channel of choice.