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
-
Speaker Presentations
Digital leaders from Kaiser Permanente, Uber, and Ruby Receptionists share best practices and lessons learned. Check out the talks below.
-
Innovation Exercise
Attendees surfaced key insights in discussions on the current and future state of the communications experience. Read the highlights below.
-
Attendee Takeaways
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.
-
Omnichannel Communications
Understand different channels and map them to customer segments and use cases.
-
Legacy Systems
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.
-
Scaling
Build a platform that can support existing needs and accommodate for future digital challenges.
-
Proliferation
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.
-
Tougher Regulations
Sift through the noise as regulatory controls, privacy laws, and compliance issues become more complex.
-
Federation
Provide cross-platform, cross-country communications and rich multimedia experiences.
-
Unification
Unify channels to create an integrated data platform that paints a picture of the entire customer journey.
-
Automation
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.
-
Machine Learning
Analyze data and make investments to further engage by persona, context, and preferences.
-
Organizational Culture
Cultivate a culture of experimentation to enable organizations to adapt to change.