M. Sc. Aleksandra Brank has more than 25 years of experience in marketing, including 17 years in top marketing positions in Slovenian and multinational companies in Slovenia. She has managed marketing (both B2B and B2C) in a number of Slovenian companies (Metropolis Media and Motomedia) and later in international corporations (IBM and the Bisnode Group). In these companies, she was responsible for the establishment of the overall company marketing and company strategy, the market launch of new products and the creation of brands. Since 2016, she has been leading the initiative to improve customer satisfaction and customer experience across the entire Bisnode Group, where she was responsible for customer experience in 18 countries. She has been working as a Customer Experience and Strategic Marketing Consultant at CX Institute/Abena d.o.o. since 2017. Seeking to help companies better understand their customers and integrate CX into their daily business, she works with a number of companies at home and abroad, both as a consultant and as a lecturer. She jokingly calls herself the “Customer Whisperer” and her customers’ biggest advocate.
Dvorana Emerald, 20.10.2023 at 09:40-10:10
The Overlooked Paradoxes of Customer Experience (CX) and its Orchestration by AI
Customer experience journey mapping, combined with artificial intelligence (AI), is revolutionising the way companies approach customer experience. Using AI, businesses can identify complex patterns, pain points and opportunities for improvement. With this technology, businesses can deliver highly personalised interactions, optimise processes and actively address customer needs, helping to strengthen customer relationships and loyalty. The incorporation of the overlooked (and sometimes forgotten) paradoxes of customer experience (CX) in customer experience journey mapping and artificial intelligence thus synergistically creates a powerful combination for optimising exceptional CX.