Smart brands make their values the foundation of the customer journey. How do you translate
identity and purpose across the spectrum of digital experiences?

• Defining Brand Values
• Closing the gaps between your values, and those of your customers.

• What are the common gaps between your brand identity and your customers’ digital experience?
• When and why do brands fail to make each interaction ‘meaningful’?
• Gen Z and beyond - adapting the experience to match future generations’ values
• Exploring mobile as the gateway to omnichannel
• Bridging digital and physical experiences

09.05 Interactive session - From Strategy to Implementation
Choose between strategy or implementation - build a roadmap to value-driven customer
journeys with our expert facilitators

Drill deeper into the right strategy to build in values every step of the journey

• What ‘experience’ do you really want to provide? How is it defined and communicated
• Exploiting the complexity of today’s personalised customer journeys
• Identifying weaknesses and anticipating pitfalls
• Future-proofing - the trends that will challenge brand identity

• New approaches to understanding and mapping the customer journey
• Building in values at each interaction
• Tools to innovate, test and refine. Measuring the quality and resonance of your experience
• What are the options for scaling at speed?

10.00 Top 3 takeaways
10.10 Feedback and group discussion
10.30 Session ends

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