Press Release

Consumers Open to More Digital Interactions with High-End Brands, Say Presenters at Upcoming ISG CX/UX Summit

Enhancing customer experience through digital tech integral to success of luxury brands

ISG announces new speakers from IBM Watson, IMF, IIS, Direct Commerce and Alta Mira

Company Release - 4/11/2019 9:00 AM ET

STAMFORD, Conn., April 11, 2019 /PRNewswire/ -- Consumers are growing more receptive to extensive digital interactions with brands, especially at the higher end of the market, say CX/UX experts presenting next week at the ISG Customer and User Experience Summit, April 17–18, in San Francisco.

The event, at the San Francisco Marriott Union Square, is hosted by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

"The new generation of customers, fluent in all things digital, has grown to expect luxury, bespoke experiences and is more open to accepting brand interactions in virtually every aspect of their lives," said Katharine Rudd, ISG partner and host of the inaugural ISG CX/UX Summit.

Rudd pointed to enhanced infotainment systems in cars, digital concierges in stores, and wearable technology such as hospitality medallions in casinos or on cruise ships as cutting-edge examples of how luxury brands are leveraging digital technology to transform the customer experience. Such systems and devices remove friction from the user experience and anticipate and help meet customer needs.

At the same time, Rudd said, many employers are turning to digital technology to enhance the work experience and handle the "heavy lifting" for their employees so they can concentrate on higher-value work and make more meaningful contributions to their organizations.

"Our two-day summit, with several new and prominent speakers recently added, will challenge participants to think holistically about the customer and employee experience and reveal how sophisticated feedback platforms, automation and enterprise solutions can be used to transform experiences across the board," said Rudd.

Recently added speakers include Leela Gill, founding principal of strategy advisory firm Alta Mira Advisors, who has joined the "Reformation through Automation" panel on Wednesday, April 17, with Natascha French, chief marketing officer, VNTANA, and Dr. Linda Delbridge, ISG director, to examine how brands are leveraging automation and AI to offer an experience that sets them apart, increases key performance indicators and helps better understand the customer.

Another new speaker, Rachel Liddell, product manager, IBM Watson, will present "AI for UX - Show Me the Data" on April 18. Liddell will demonstrate how data drives automation and artificial intelligence, and how attention to data is central to a successful user experience.

Examining the employee experience, Ameen Al-Sayeed Ahmad, project manager, International Monetary Fund, will join ISG Partner Prashant Kelker on April 17, for "Customers First: Re-Adjusting Your CXD Lens," a panel discussion on re-designing work from the user point of view. The two presenters will share a case study on the ongoing work by ISG and the IMF to create a digital workplace of the future and an employee experience that will increase utilization, productivity and collaboration across the IMF workforce.

"ISG and the IMF started with a technology overhaul that quickly evolved into a completely new outlook on how work flows through the IMF organization," Kelker said. "Our first and most impactful takeaway has been that technology plans cannot come before business processes and needs. The employee workplace and workflow experience is – and should be – the primary driver of every new technology implementation."

A new panel discussion, "Your Future, Presented by Blockchain Technology," has been added on April 17, featuring Anish Mohammad, head of research for the Institute of Information Systems (IIS), Billy Williams, CTO of procure-to-pay solutions provider Direct Commerce, and Alex-Paul Manders, director of ISG Blockchain Now™. The trio will examine how distributed ledger technology is being used to revolutionize the banking, insurance and retail industries with systems that can withstand fraud and give companies a competitive edge.

As part of the Summit, ISG will host an invitation-only Women in Digital dinner on April 17, focusing on automating the customer and user experience and offering networking opportunities for women leaders who are embarking on transformative programs. The evening will provide an open forum to discuss and learn about automation initiatives and new market trends, and to celebrate success stories and share lessons learned.

The ISG Customer and User Experience Summit is sponsored by Sitel Group, Cigniti Technologies, WNS, Computacenter and Hinduja Global Solutions. Media partners are CRM Exchange, CIO Review and the Customer Experience Professionals Association (CXPA).

More details about the ISG Customer and User Experience Summit can be found on the event website.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 70 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry's most comprehensive marketplace data. For more information, visit www.isg-one.com.

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