AT&T, United Way Build Customer-centricity and Engagement

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Illuminating Sessions at Loyalty360's Engagement & Experience Expo on Understanding Engagement through Behavioral Economics and Customer-centricity Perspectives

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Thanks to new technologies and enhanced analytic tools, today’s brands are better equipped to create outstanding customer experiences.

Why do customers engage with brands?

Customer experience can be a misleading term, because the “experience” is not built on a singular factor. Brands that have mastered the art of CX understand that an amalgamation of positive encounters combines to form the overall desired customer experience success.

At the 2014 Engagement & Experience Expo, AT&T and United Way will present sessions on fostering effective customer engagement paradigms that lead to all-encompassing customer experiences.

AT&T will present a session titled, “How to Enable Change in Customer (and Associate) Centricity.” In this session, attendees will learn how AT&T builds customer-centricity into the fabric of its organization, and how companies can follow that model to develop thriving customer experience strategies. Additionally, AT&T will share the importance of communication, engagement, and conversational intelligence in improving customer centricity.

Before building customer-centricity, marketers need to understand why customers engage with certain brands. United Way and The Behavioral Science Lab will speak from a behavioral economics perspective in a session titled, “Increasing Brand Engagement Through Behavioral Economics.” In this session, attendees will learn how United Way uses behavioral economics to understand the psychological and emotional factors that improve customer acquisition and sustained experiences. United Way will reflect on its past dearth of customer knowledge, and demonstrate how the introduction of data tools and behavioral economics insight has illuminated its understanding of the influencing factors of its donors.

“Thanks to new technologies and enhanced analytic tools, today’s brands are better equipped to create outstanding customer experiences,” shared Erin Raese, President and COO, Loyalty360 – The Loyalty Marketers’ Association. “We are thrilled to feature highly regarded speakers from AT&T and United Way whose success stories can help show attendees the way.”

About Engagement & Experience Expo
Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle. Through a robust slate of best-in-class speakers and interactive discussions, attendees will learn about the latest theories, best practices, relevant case studies, emerging trends and strategies that drive measurable behavioral change and quantifiable results. The 4th annual Engagement & Experience Expo will be held Nov. 10-12, 2014, at the Renaissance Dallas Hotel in Dallas, Texas.

About Loyalty360
Loyalty360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. [

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Erin Raese
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