The pandemic has bred a culture of customers wanting instant and frictionless experiences. Entry points such as sign ups, ticketing, rescheduling through to excitement build up – upselling opportunities, merchandising, creating a sense of community through to post event care all must be personalised. Of course, the experiences must be unified across multiple channels, so brands can meet customers where they are, when they are there.

So how can brands deliver stand-out customer experience to capture these expectations, or risk churn to competitors? Leading brands are building roadmaps to address:

• Creating scalable VIP member experiences
• Building a sense of community. This includes during onboarding, through to online:offline connections that promote value adds to compliment in-person experience
• Additional revenue streams – merchandising, upsells, personalised key-moment sales, offers and promotions
• Duty of care – wellbeing checks, spend limitations, identity verification, break notifications

We know that interactions that are human and compassionate foster loyalty and satisfaction. 86% of buyers are willing to pay more for a great customer experience. 87% would recommend a brand after they have had a good experience.

Join LivePerson and your peers to discuss how online sports and gaming brands can get ahead of the game. Understand how leading brands like Paddy Power, AEG, and Entain have paved the way in driving customer excellence that resulted in significant increase to NPS and revenue.

Discussion topics:

1. Retention vs churn – what does your commerce and care blueprint in 2022 look like?
2. How are you collecting and leveraging consumer data to make better decisions? Is this a challenge?
3. What channels are you using to communicate with your customers and are they delivering a personalized experience at scale?
4. What initiatives are you prioritizing to provide better digital experiences given the high expectations of today’s customer? How have you pivoted so far and maintained customer loyalty?
5. Where are you seeing the biggest opportunities for AI and messaging at your organization?

Speaker:

Paul Brandes, Strategy Lead – FSI and Insurance, LivePerson Paul is Strategic Lead for the FSI and Insurance verticals at LivePerson and works with both existing customers and prospects on their digital strategies.  Leveraging Industry best practices and proven strategies around digital transformation the strategy team at LivePerson help lead the customer roadmap whilst guiding adoption of the right channels, technologies and innovation to ensure success.  Paul has an extensive background in delivering programs of work for many of  LivePerson’s enterprise FSI and Insurance customers.