Digital Executive Forum SF
More than 50 digital transformation leaders came together at the inaugural event held at SIGNAL.SF 2017
Twilio: From Trusted Platform to Trusted Partner
GEORGE HU - Chief Operating Officer, Twilio
Digital leaders from Kaiser Permanente, Uber, and Ruby Receptionists share best practices and lessons learned. Check out the talks below.
Attendees surfaced key insights in discussions on the current and future state of the communications experience. Read the highlights below.
Executives share top takeaways and how they can apply these learnings to their own initiatives. Watch the videos below.
Opportunities for Highly Personalized Experiences
NICO ARCINO - Senior Director, Digital Strategies and Operations, Kaiser Permanente
Designing Personalization for Global Scale
MAI LE - Director, Platform Engineering, Uber
A Blueprint for Personalized Connections
KATHARINE NESTER - Chief Product & Technology Officer, Ruby Receptionists
A Balancing Act
Walk the line between personalized communications and not being creepy.
Understand different channels and map them to customer segments and use cases.
Audit older technologies to keep up with evolving customer expectations.
Data & Privacy
Mine customer data to better understand how to offer personalized communications - without invading user privacy.
Build a platform that can support existing needs and accommodate for future digital challenges.
Communicate and engage consistently even as new channels, platforms, and apps continually emerge.
Going Global, Staying Local
Communicate across a variety of channels and develop seamless workflows and regional training programs.
Third Party Onboarding
Align external vendors with communication channels so that employees and partners deliver a consistent experience.
We want to communicate with our customers the way they do in their daily lives.
Sift through the noise as regulatory controls, privacy laws, and compliance issues become more complex.
Provide cross-platform, cross-country communications and rich multimedia experiences.
Unify channels to create an integrated data platform that paints a picture of the entire customer journey.
Take advantage of VR, AR, AI, and bots for insights, sentiment analysis, and two-way communications.
The Human Factor
Go back to basics - bring a human touch to personalized interactions, especially as communications become more concise.
Vision and Innovation
Maintain a strong, clear vision as the organization scales. Innovation must be driven by customer needs.
Analyze data and make investments to further engage by persona, context, and preferences.
Cultivate a culture of experimentation to enable organizations to adapt to change.