Five Steps To Creating A Game-Changing Customer Experience

03 July 2014

Today’s empowered customers look for personalised and engaging brand experiences every time, through every channel. When brands don’t deliver this, customers take notice: $83 billion is lost every year in the US due to poor customer experience.* 

With the right engagement strategy, organisations can drive customer acquisition, retention and efficiency. In a recent survey by NewVoiceMedia, 72% of overall UK respondents said that a good experience had a considerable influence on their loyalty.* 

So how will you deliver an exceptional experience across all points of interaction to customers, stakeholders and employees? 

In this live webcast, Brand Republic and IBM reveal 5 steps to deliver personalised, relevant and seamless experiences:

  • Step 1: Map your current customer journey: identify behaviours and learn how, when and where to connect with your customers
  • Step 2: Personalisation and integration: ensure consistency and user engagement across multiple touchpoints
  • Step 3: Content and communication: develop flawless brand experiences through social and mobile to create meaningful customer interactions
  • Step 4: From offline to online, C-Suite to shop floor: pinpoint areas of struggle and resolve them
  • Step 5: Learn how to use technology to optimise the customer journey for the future

* Sources:
IBM Digital Experiences white paper 2014
NewVoiceMedia 2014 

Sponsored by: IBM
* * * * *


Jon Machtynger

Job Title: CTO
Company: IBM Collaborations Solutions, UK and Ireland

With a career starting in development and data management, Jon's initial roles led to many years as an enterprise software architect.  He has a keen interest in the balance between the requirements of business and the opportunities presented by the dynamics of people and technology.  As CTO for IBM's Collaboration Solutions brand in the UK and Ireland, he works with clients across many industries, academia, product management, and development and research labs.  Jon helps define and promote IBM's strategy to support successful collaboration, adoption, and social solutions for a broad client base.  


Paul Fabretti

Job Title: Digital and Social Media Lead
Company: Telefonica

Paul's role is to define and deliver the social media vision for Telefonica and ensure their local businesses remain an example of social media best-practice. 

Prior to this, he was Head of Social Media for the award-winning Telefonica UK (O2) social media team, which won the inaugural Twitter Flock award for outstanding use of the Twitter platform and recently launched Tweetserve the world's first Twitter-based account management platform.

Previously, he spent a number years in the North West helping develop the social media service offerings for several agencies before eventually co-launching Manchester's first social media agency, gabba, in 2009. 


Sarah Grzybowski

Job Title: Marketing Manager - Omni-Channel Marketing
Company: IBM

Sarah Grzybowski is part of the worldwide marketing team focused on IBM’s Ignite and Grow Customer Relationships solution. This team is responsible for thought leadership, positioning and sales enablement for IBM solutions that enable marketers to attract, delight and maximize the lifetime value of the customer through omni-channel marketing. Sarah started her career in retail pricing before moving into advertising and marketing systems management at Circuit City. In 2007, she joined Connect3 Systems as a business consultant working with advertising, marketing and merchandising organizations to implement enabling solutions and to optimize their business processes. Sarah joined IBM through DemandTec, as a Senior product manager for promotion and advertising solutions before joining the worldwide marketing team as a Marketing Segment Manager.

Moderated by:

Georgia Cockerell

Job Title: Head of Content
Company: Brand Republic Insight

Georgia joined Haymarket Business Media in 2011. She is responsible for creating innovative content and events across various B2B markets within Haymarket, ranging from renewable energy through to marcomms, including heading up the production for Brand Republic Insight. In terms of products, Georgia's remit covers video, online streaming, webcasts, interactive virtual summits, DVDs and websites. Georgia will draw on her experience within the digital space to ensure your most pressing questions are fielded in the webcast.