Digital Leadership Forum 2017

From the beginning of the customer journey to the point of sale (POS). What influences the customers of today? How do I reach out to them?

How should the online point of sale be organized so that users can find their way? How do I communicate on the spot with my users on the web, so that they can see me as a unique touchpoint? What do I offer to my users, so that they consider my product also in future? How do I reach my users on the web without spending thousands of euros ….

Recently – 1 March 2017 – ArcelorMittal moved the intranet to Office 365. Stefan was the leading on the project from the communications side. He will discuss lessons learned and do’s and dont’s.

Meeting point is 4.35pm downstairs at the entrance of Novomatic Forum.

Positioning IT with communication by reshaping the content, changing the perspective, and exploring new channels.

Managers and leaders can play a vital role influencing the success of organisational change initiatives. The speed of change is frequently influenced by the speed of trust arising from the quality of communications across the company. This presentation will focus on the importance of engaging leaders and managers at times of a large business transformation and outline the challenges and successes.

How Universalmuseum Joanneum saves money and time by using marketing automation techniques.

Topics inlcude: how to trigger organizational change;  why engagement is not enough; rise of AI (artificial intelligence) in internal and external communications

The concept of Customer Experience has brought a holistic view on designing customer journeys and touchpoints. A similar approach should be applied to shape the Employee Experience. Therefore Intranets must be transformed towards a Digital Hub to shape the Employee Experience in a sustainable way.

How can those challenges be addressed – what are some good practices?

Thomas will discuss in his talk how Swisscom is overcoming these barriers.

Today, we’re told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire through the purchase and into ongoing loyalty. And since “you’re only as good as your last interaction,” no exchange can be neglected, no matter how trivial. ‬‬‬

‪There’s only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile or, worse, dangerous and wasteful distractions. In this presentation, we’ll look at why it’s crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy; and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence. ‬‬‬

Discuss with peers around the world the digital roadmap of the coming years. As a Google manager recently put it: mobile first is yesterday, artificial intelligence is the future. It is about finding your organizations right path towards a sustainable transformational journey to stay on top of future digital impacts.

Including input around "Online & Mobile Personalisation at Swisscom" – Discover how and what Switzerland’s leading telecom provider is doing in the area of online and mobile personalization.

Measurement of Internal Communications campaigns is very often a neglected art and many companies struggle to come to terms with measuring engagement – the link between communications and working more effectively. This session looks to use new and existing digital tools to both assess an audience at the beginning of a campaign and then track a return on effort at the end of a project lifecycle.