The Changing Face of Customer Experience: Creating a Conversational Strategy
Speaker: Kat Warboys, Head of Marketing, ANZ at HubSpot
About the session: The global pandemic has dramatically changed the way people buy and, more specifically, the online experience consumers have come to expect. Today, having a flawless online sales process has gone from being an advantage to a basic necessity. Businesses are expected to be always on and always there, ready to help. HubSpot’s Benchmark data shows that user-initiated on-site chat has almost doubled (98 percent) during COVID-19. Conversational marketing is fast becoming the way to meet these ever-rising expectations at scale. But how do you do it? In this session, we’ll explore how you can implement a conversational growth strategy across marketing, sales, and customer services, and the technology you’ll need to make it successful.