Breakfast Briefing: How to compete in a world full of Amazons
This breakfast briefing is free to attend as long as you register in advance using the form below. You do not need to be a delegate at the main conference in order to attend this session but you do need to register.
Wednesday 21 March 2018
08:00 – 09:20
Companies like Amazon, born-online and harnessing flexible cloud infrastructure, agile development and rich data analytics, grow quickly and become part of our everyday lives. They make lots of money, driven by a strong focus on customer experience. We can probably expect more of them. Some will never compete with you. Some will begin life as media companies. Others, like Amazon, will evolve into media firms as they seek new market opportunities – exploiting scale and established consumer touchpoints.
This Breakfast Briefing investigates how platform operators and broadcasters compete against the Amazons of the world – partly by becoming more like them. We explore the essentials of digital transformation and what its implementation looks like across different parts of the business. Discussion points include:
- The difference between User Experience and Customer Experience and why CX is becoming a battleground
- The power of omni-channel ‘marketing’ – with more touchpoints and seamless consumer journeys
- How to unify data gathering and analytics across multiple platforms, and create a holistic view of customers
- Specific challenges as broadcasters evolve from B2B to B2C organisations
- How you bust IT and infrastructure siloes and create an agile core technology foundation
08:00 - 08:30: Registration and Networking
Introduction: Customer Experience and marketing as an engine for growth
- The difference between a User Experience and the all-round Customer Experience
- The growing importance of CX – and where Amazon and other digital leaders excel
- How organisations have used great UX, CX and marketing to expand into new markets – the evidence
- Some essentials for marketing transformation and analytics transformation
Former Head of Digital Innovation & Transformation, Unitymedia
Creating an agile, customer-first media enterprise
- Why you are competing with non-media digital customer experiences, too, as consumers choose where to spend time/money
- How an omni-channel customer first strategy strengthens a media firm: seamless cross-platform UX, customer knowledge and CRM
- Busting IT and business siloes, creating an agile enterprise and managing multi-speed IT/operations
VP, Client Partner, Media, NTT Data
Panel: Driving digital transformation in media
- Is it becoming easier for born-digital companies with excellent CX to transfer their skills into media, by ‘simply’ buying content?
- Where can media companies improve their overall Customer Experience so people want to spend more time/money with them?
- What characteristics define a digitally transformed, agile media company – how will the CTO and CFO know, and how will consumers know?
- What is the evidence that digital transformation results in easier customer acquisition, higher revenues or deeper customer loyalty?
- What are the main challenges for broadcasters who evolve from B2B to B2C organisations with their own registered users and ‘CRM’
- Can platform operators and broadcasters match the ‘web speed’ of Netflix and Amazon – are there any barriers preventing parity?
Moderator: John Moulding, Editor-in-Chief, Videonet