C201: There Is No Customer Experience Without Customer Engagement

Track C: Expert Perspectives – Tuesday 25 April 
10:45 – 11:30

Customer engagement and customer experience are more important than ever. As customer demands increase, system landscapes are becoming more complex, and mixing cloud and on-premises solutions doesn’t make life any easier. With budgets and resources limited, business units and IT departments are not as aligned as they could be, which leads to unnecessary friction that ultimately destroys customer value. Using real-world examples of organizations confronting these dilemmas in their digital transformations, Wieberneit introduces a model that helps organizations become agile and stay focused on improving customer experience in a consistent way.

Presented by: Thomas Wieberneit