Innovate 2020 Digital Series

Today, more than ever the most successful companies are those who are embracing digital transformation and focusing on delivering exceptional customer experiences that are timely, personal, relevant and digital-first. Although we wished we could have met in person this year for INNOVATE 2020, we were grateful we could shift quickly to the INNOVATE Digital Series. Below are the on demand recordings from all of the INNOVATE Digital Series sessions.

Global Kickoff 


Session 1: Customer Conversations Reimagined


James Brown, CEO of Smart Communications, shares his thoughts on why now (more than ever before!) is the time to reimagine customer conversations in order to deliver exceptional digital experiences. Additionally, Simon Tindal, CTO of Smart Communications, will highlight some important recent enhancements and unveil roadmap plans, all designed to make this vision a reality.

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North America and EMEA


Session 2: Evolving from Communications to SMARTER Conversations


We always knew 2020 would be the year in which companies needed to make a significant shift toward customer-centric, digital-first interactions, but we had no idea just how important that would be! In this presentation you will learn why evolving from customer communications to SMARTER conversations is key to developing customer loyalty. We will highlight several critical elements companies must consider in order to move beyond distributing static documents and, instead, engage their customers with dynamic, two-way interactions across all channels. Specifically, the presenters will cover the benefits of the next-generation of customer communications management, how transforming the forms process can have a tremendous impact on the customer experience and how adopting cloud technology makes this all possible.

Speakers:

  • Scott Olrich, COO, DocuSign
  • Anthony Kravinskis, Practice Lead, CX Digital Communications, DXC Technology
  • James Brown, CEO, Smart Communications
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Session 3: The Smarter Way to Engage: Accelerating Digital Transformation to Deliver Exceptional Customer Conversations


In a recent IDC survey, 55% of global executives identified investment in customer experience programs as part of their digital transformation to reinvent their business.  Past the rush of immediate interactions, leaders look to create engaging conversations with their customers in a more digital savvy world. This is especially important given that IDC found 73% of consumers say that a differentiated experience is what inspires their loyalty. Find out how you can easily build new empathetic digital conversations with your customers, suppliers and external audiences which will elevate your organization to thrive in the new normal. In this webcast, you will learn what guiding principles, influenced by COVID-19, will help accelerate digital transformation; which three priorities deliver the most value to your organization’s communications; how employees can deliver digital customer experiences that embody empathy and a human touch; why customer experience is even more important in a fast evolving digital world; and how data and insights become critical to your digital brand and transformation success.

Speakers:

  • Marci Maddox, Research Director, IDC
  • Neal Keene, Field CTO, Smart Communications
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Session 4: Stories from the Trenches: Smart Communications Customer Panel


Today more than ever the most successful companies are those who are embracing digital transformation and focusing on delivering exceptional customer experiences that are timely, personal, relevant and digital-first. In this session, Smart Communications’ Chief  Revenue Officer Dave Towers will lead a panel of customers to discuss how SmartCOMM and SmartIQ are helping their enterprises engage in SMARTER conversations.

Panelists:

  • Lynsey Tait, Product Owner, TPL Automation & MI, KPMG UK
  • Matthew Lytthouse, Sr. Technical Lead, Vermont Mutual
  • Leroy McCarty, VP of Operations, Forrest T. Jones
  • Daniel Sutton, Enterprise Architect, LV=
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APAC


Session 2: Evolving from Communications to SMARTER Conversations


We always knew 2020 would be the year in which companies needed to make a significant shift toward customer-centric, digital-first interactions, but we had no idea just how important that would be! In this presentation you will learn why evolving from customer communications to SMARTER conversations is key to developing customer loyalty. We will highlight several critical elements companies must consider in order to move beyond distributing static documents and, instead, engage their customers with dynamic, two-way interactions across all channels. Specifically, the presenters will cover the benefits of the next-generation of customer communications management, how transforming the forms process can have a tremendous impact on the customer experience and how adopting cloud technology makes this all possible.

Speakers:

  • Lisa Munnings, AVP Global Partner Ecosystem – APJ, DocuSign
  • Anthony Kravinskis, Practice Lead, CX Digital Communications, DXC Technology
  • James Brown, CEO, Smart Communications
WATCH RECORDING
Session 3: The Smarter Way to Engage: Accelerating Digital Transformation to Deliver Exceptional Customer Conversations


In a recent IDC survey, 55% of global executives identified investment in customer experience programs as part of their digital transformation to reinvent their business.  Past the rush of immediate interactions, leaders look to create engaging conversations with their customers in a more digital savvy world. This is especially important given that IDC found 73% of consumers say that a differentiated experience is what inspires their loyalty. Find out how you can easily build new empathetic digital conversations with your customers, suppliers and external audiences which will elevate your organization to thrive in the new normal. In this webcast, you will learn what guiding principles, influenced by COVID-19, will help accelerate digital transformation; which three priorities deliver the most value to your organization’s communications; how employees can deliver digital customer experiences that embody empathy and a human touch; why customer experience is even more important in a fast evolving digital world; and how data and insights become critical to your digital brand and transformation success.

Speakers:

  • Marci Maddox, Research Director, IDC
  • Nick Smith, VP & General Manager – APAC, Smart Communications
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Session 4: Stories from the Trenches: Smart Communications Customer Panel

Date: Thursday, 24 September
Time: 11 a.m. AEST / 1 p.m. NZST / 9 a.m. Singapore

Today more than ever the most successful companies are those who are embracing digital transformation and focusing on delivering exceptional customer experiences that are timely, personal, relevant and digital-first. In this session, Smart Communications’ VP & General Manager – APAC, Nick Smith, will lead a panel of customers to discuss how SmartCOMM and SmartIQ are helping their enterprises engage in SMARTER conversations.

Panelists:

  • Anne-lill Holme, Information & Records Lead, Sydney Trains
  • Paul Roveto, Head of Customer Communications, AMP Limited
  • Gordon Cooper, Senior Product Analyst, Sonic Healthcare Limited
  • Nick Smith, VP & General Manager – APAC, Smart Communications
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