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Shift Happens:
Rethinking Customer Experience Post Pandemic
Tijs van Santen
Chief Customer Officer
Senior Analyst
Michelle Beson
Featuring:
Let’s face it: The pandemic has forever changed the way customers engage with businesses. But many location-based companies are still finding it difficult to design a frictionless customer experience across all online and offline touchpoints.
In fact, 70% of businesses are struggling to deliver the new hybrid CX consumers crave, according to a new Forrester Consulting study commissioned by Uberall. In this survey of 200+ decision-makers, we set out to better understand the barriers to hybrid CX—from technological challenges to alignment issues.
On July 14, join Uberall’s Tijs van Santen and guest speaker Michelle Beeson from Forrester as they showcase CX success stories from leading brands like Ulta Beauty and Starbucks, unpack research from the new report—Reignite Growth with Hybrid Customer Experiences—and discuss actionable strategies for creating a seamless customer journey
Learn more about:
Tips for overcoming CX challenges, both online and off
Best practices for designing a stand-out customer experience
The importance of a unified approach to hybrid CX
Michelle Beeson
Michelle Beeson is Senior Analyst at Forrester Consulting, serving customer experience professionals.
Her research focuses on omnichannel customer experience, digital trends, and digital commerce strategies for consumer-facing brands, including luxury. In addition to Forrester events, Michelle speaks regularly at national and international conferences. Her research has been quoted in general business media such as the Wall Street Journal and specialist publications such as Retail Week and Customer Experience Magazine.
Senior Analyst
Tijs van Santen
Tijs van Santen is Chief Customer Officer at Uberall, a global provider of hybrid customer experience (CX) solutions. Tijs has over 20 years of international experience building go-to-market and operation teams for high-performing SaaS companies, working directly with leading global D2C brands across retail, travel, hospitality, finance and services industries. Prior to joining Uberall, he served as Chief Revenue Officer for the mobile commerce technology company Button and as Chief Revenue Officer for Impact.com, the world’s leading partnership management platform. Tijs is also an advisor, investor, consultant and coach for technology and digital services businesses. Earlier in his career, Tijs worked at the leading global market research company Forrester, where he served as Vice President Global Sales, among other roles.
Chief Customer Officer
