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The State of MarTech Report

There has never been a more exciting time to work in marketing and technology. The world was already digitising rapidly, but the pandemic has accelerated this digital transformation. Companies that have been forced to adapt to evolving customer behaviours to survive now have an opportunity to thrive.

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AntiConLX Global 2022 - How Nespresso Humanises the Digital Customer Experience

Digital has been taking a big part of customers’ life and interactions with their preferred brands.

Customers started to interact with digital channels more and more as they are looking for convenience, accessibility, high-quality and quantity of information about the services and products they want to purchase, yet they are seeking a personalised and human experience typical of offline channels.

At AntiConLX Global last week, Nespresso's Global Customer Experience & Innovation Manager Michaela Cocco presented a case study showing how the brand transformed its digital experience. 

This case study looked into: 

    • A real example of how Nespresso successfully transformed a transactional digital experience into a human digital experience through personalised & conversational experience.
    • How to find what customers are missing from your brand and to set up the winning strategy to tackle the experience gap.
    • What are the enablers and latest technologies Nespresso used to deliver a superior digital experience to their customers?