Customer Experience and B2 Awards Celebration

OPENING REMARKS

Bill Zengel

Vice President, Business Marketing ANA

CUSTOMER EXPERIENCE IN POST-COVID-19 ERA

The world of Marketing in the post-COVID-19 environment will require forward thinking, new strategies and re-planning on many fronts. Knowing your customer and how their needs have changed, adapting to their new behaviors and understanding how customer expectations have evolved - customer experience is now more important than ever. In this new normal, what should brands change in their approach to delivering exceptional CX?

During this session, Rishi Dave, Chief Marketing Officer at Vonage, will discuss how enterprises can leverage technology to manage new operational challenges like remote collaboration while increasing productivity. Most importantly, he will discuss how to continue to leverage technology post-pandemic to ensure an uninterrupted, personalized, emotive CX in our dynamic new normal. Rishi will draw on his experience leading a remote Marketing team through the pandemic as well as examples of customers using solutions to deliver exceptional remote delivery of services to explain how enterprises can use available technology to transition from face-to-face engagement to completely virtual platforms, all while offering a personalized human-like interaction internally and externally. Key takeaways:

• Learn how to use technology to ensure uninterrupted connections with customers who may now have different priorities and even higher expectations 
• Learn how to address the needs and demands of your customers in this new world, to create marketing campaigns that drive exceptional, relevant and personalized CX
• Discover how to manage teams remotely and productively without sacrificing what makes marketers tick – creativity.

Rishi Dave

Chief Marketing Officer Vonage

THE FUTURE OF CUSTOMER EXPERIENCE

As Vice President, Global Customer & Ecosystem Marketing at SAP Ariba & SAP Fieldglass, April Crichlow uses SAP’s powerful purpose-driven perspective to help drive the growth of world’s largest B2B marketplace where over 3 million buyers and suppliers, operating in over 190 countries transact over 3 Trillion in commerce annually. In this discussion, you’ll learn how listening, understanding and acting on the needs of customers, especially in times of uncertainty, helped Crichlow and SAP deliver exceptional customer experiences, value and outcomes.

April Crichlow

Vice President, Global Customer & Ecosystem Marketing SAP Ariba & SAP Fieldglass

CONFESSIONS OF A B2B MARKETER

The data shows digital transformation accelerates sales. And the COVID-19 crisis has only increased the importance of digital experiences as our consumer and business lives continue to blur. So why aren't digital-centric approaches a given for B2B marketers?

Enterprise buyers bring consumer purchasing expectations to work; they want relevant information available at any time, with access to easy two-way communication when they need answers to specific questions. These expectations make digital essential to delivering an effective buying experience. And most buyers remain unimpressed with current digital interactions, leaving firms that address this gap at a competitive advantage. Unfortunately, most buyers remain unimpressed with current digital interactions, leaving firms that address this gap at a competitive advantage.

Let's take a candid look at what holds marketers back from a more connected, digital approach and how marketers can thrive as the "Consumerization of B2B" accelerates. 

Michelle Bandler

Tech B2B Managing Director Google

2020 B2 AWARDS PRESENTED BY GOOGLE

The B2 Awards recognize and honor B2B marketers, agencies and suppliers who exhibit excellence in innovative global brand strategy, customer experience, marketing communications and more. The Top Category Award Winners will be revealed including the highest honor, Corporate Marketer of the Year. In a first ever, we will also reveal the finalists for the 2020 General Categories. Presenting Partner Google kicks the celebration off with a special presentation.

Kellie Krug

EVP, Head of Global Marketing Wholesale Wells Fargo