Reimagining Customer Experience: CX Committee Meeting

Customer expectations and behaviors have shifted dramatically, not just because of the pandemic but because new technologies can now be leveraged to meet evolving demands. And because customer signals are everywhere, it becomes more important than ever for B2B marketers to engage with potential and existing buyers at the right time, with the right message, and most importantly consistently and at scale. Now’s the time to seize this opportunity to reimagine your brand’s customer experience to accelerate results and remain future-ready in the coming year…and beyond.

We kick off this committee meeting with a presentation on one of the hottest technologies in B2B marketing – artificial intelligence – hosted by Jim Lecinski, co-author of “The AI Marketing Canvas: A Five-Stage Road Map to Implementing Artificial Intelligence in Marketing.” Then at our roundtable discussion, we will all share ideas on realizing the true value of technology and customer lifetime value.

I.  WELCOME REMARKS (11:00 – 11:10 am ET)

Rob Markey
Partner
Bain

II. THE AI MARKETING CANVAS  (11:10 am – 11:30 pm ET)

Artificial intelligence and machine learning have evolved from being cutting-edge technology to an essential part of every Marketer's tool kit. In this session, Jim Lecinski, Clinical Associate Professor at Northwestern University's Kellogg School of Management will discuss how brands can use AI to market and advertise effectively, and the implications AI can have on marketing teams, company culture, and processes. Jim’s new book, The AI Marketing Canvas: A Five-Stage Road Map to Implementing Artificial Intelligence in Marketing, offers a direct, actionable plan that Marketers can use to map out initiatives that are properly sequenced and designed for success — regardless of where their marketing organization is in the process.

Speaker:


Jim Lecinski
Associate Professor of Marketing
Northwestern University

III. Q&A (11:30 am – 11:40 am ET)


IV. TRENDS IN B2B AND CX (11:40 pm – 12:00 pm ET)

Digital transformation and the global pandemic have caused a fundamental change in how to engage with B2B buyers and the overall customer and brand experience. Expectations have also increased, driven by the rise in Millennial B2B decision-makers. Join Matthew Powell in this session as he talks through the B2B CX trends of 2021 from B2B International’s latest research, and how these trends will shift and evolve as we look ahead into 2022.

Matthew Powell
Vice President, North America
B2B International, a Merkle Company

V. Q&A Session (12:00 pm – 12:10 pm ET)

VI. Roundtable Discussion (12:10 pm – 12:55 pm ET)

After the presentation, Rob Markey, Partner at Bain will lead a robust discussion on the topic, the presentation, and common challenges. This is a great way to network with your peers, learn, and drive growth: for your career, company, our collective industry, and the field of Customer Experience.

VII. Meeting Wrap Up (12:55 pm - 1:00 pm ET)