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AI, Alexa, Chatbots, and CRM: How Technology Must Empower Smarter Customer Experiences
You can talk to your lights, book a hotel room with a robot in a chat bubble, and hear eerily accurate recommendations for what you should buy next. But while all this gee whiz technology seems either daunting or cool, it won’t mean much to your customers until it makes some part of their life better. With all this big data and “smart” technology, there’s also the risk of people feeling invisible, unseen because your CRM wasn’t updated and lacks a “memory.” Here’s a human perspective on all these tech innovations and a path forward for your company to see the best possible outcomes.
Building a Company’s Identity: Relationship Building Beyond Branding
Marketing often falls back on “show them what we’re selling” and “remind them who we are.” But branding in any kind of business must push beyond this. Many companies have built media experiences into their marketing and sales. Some do video and have a podcast. Others are branching out into other means of connecting with the customers they most want to serve, and building customer experiences and interactions that earn more opportunities to sell and serve. Learn how to create and extend a trusted relationship that will lead to more sales and business opportunities.
The New Retail: Building Trusted Relationships Through Better Customer Experience
In a world where people can buy from anyone, why should they buy from you? How can you move your customer’s experience beyond the either/or of in-store and ecommerce? What will earn you the opportunity to serve customers and build an improved level of trust that outweighs the whims of price? The goal here is to improve retention and referral and keep you growing in these challenging times.
Leading in the Age of Fast and Far: Leadership for the Digital World
Technology strives to make everything faster, with less friction, and more connected. Companies now work with distributed workforces of permanent and “gig” employees. Everyone is customer-facing. How do leaders execute their primary role of distributing the organization’s vision and empower the right actions to match their intentions while staying on top of an even faster-paced landscape than ever before? And how will you distribute some of the responsibilities of representing the brand to your teams while still maintaining the ability to coordinate and steer?
The Database of You: Beyond “Big” Data and Into Mass Personalization
For many companies, the big opportunity (and challenge) will be in creating smarter and more useful personalized data profiles of your customers. Collecting data isn’t new. The vast volume of what’s collected might be new, but it isn’t entirely useful yet, either. At least not to the individual. What would it look like to build personalized data around your customers (alongside your aggregate numbers), and how will that drive even more potential business success?
Human Enough: Chatbots and Automation and Trust
Technologies like podcasting and YouTube channels allow companies to build a “voice beyond marketing” for companies. Chatbots and marketing automation tools allow for a better attempt at one-on-one interactivity with customers and prospects, even if that first touch is primarily not from a human. How can your company build a trusted experience through the use of technologies that extend those automated moments into real and valuable connections?
Your Topic Wasn’t Covered?
I speak to leaders and organizations daily, ranging from 6th grade classrooms (my aunt asked me) to corporate sales and marketing events, to 10,000 person mega summits. When I’m not onstage, I’m learning from some of the most amazing minds, everyone from US Navy SEAL Commanders Mark Divine and Rorke Denver to US Olympic gold medalist Joe Jacobi to the first female F14 Tomcat fighter pilot Carey Lohrenz and many more.
Chris Brogan is the world’s leading authority on owning the game you most want to win. Combining a mix of professional leadership development and business strategy, Chris works with professionals like you to own your choices, own your life, and own your future. He is CEO of Owner Media Group, a highly sought after professional speaker and the New York Times bestselling author of eight books and counting, including The Freaks Shall Inherit the Earth, and Just Start Here.
Chris has spoken for or consulted with the biggest brands you know, including Disney, Coke, Google, GM, Microsoft, Coldwell Banker, Titleist, Scotts, Humana Health, Cisco, Sony USA, and many more. He’s appeared on the Dr. Phil Show, interviewed Richard Branson for a cover story for Success magazine, and once even presented to a Princess. People like Paulo Coelho, Harvey Mackay, and Steven Pressfield enjoy sharing their projects and best ideas with Chris, because they know he’ll share them with you. Tony Robbins had Chris on his Internet Money Masters series. Forbes listed Chris as one of the Must Follow Marketing Minds of 2014, plus listed his website as one of the 100 best websites for entrepreneurs.
Most importantly, Chris provides education and tools to help you make your life and your business thrive, by teaching you how to own the game you most want to win. Through events and courses and other tools, Chris is dedicated to helping you grow your capabilities and connections and to getting you to that next level of ownership, no matter where you are in the process right now. Chris also offers limited personal coaching, and offers limited consulting to businesses.
Chris lives in northern Massachusetts. His better half is Jacqueline Carly. He has two children and a loving pair of parents, as well.