Rethinking trust in today’s digital-first customer relationships

September 19, 2023 at 11:00 AM
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Keynote

Rethinking trust in today’s digital-first customer relationships

First-party data will continue to revolutionise how we engage with customers in a digital world - it’s what enables us to recreate the connection we have with our local shop owner – and core to this, is earning trust. Rachel Botsman, a leading expert on trust, joins Twilio principal advisor, Sam Richardson, in a fascinating conversation about trust and the role it plays in organisations’ ability to interact with customers today. Rachel challenges the audience with critical insights about trust that unlock a new way to view customer engagement. Join us to understand how trust, when understood fully, opens up the potential for much deeper and more rewarding relationships between companies and customers.
You will walk away with:
  • A new understanding of trust and how it can influence your organisation’s ability to interact with customers.
  • Clarity on the role trust plays in earning customer data to personalise engagement
  • A view into customers’ current state of trust with organisations and how that influences your approach to digital engagement
Speakers
  • Rachel Botsman
    Global Trust Expert
    • Rachel Botsman

    Rachel Botsman

    Global Trust Expert
    Rachel Botsman is a leading expert on trust in the modern world. Her two critically acclaimed books - What’s Mine is Yours and Who Can You Trust? – have been translated into 14 languages. She has been recognized as one of the world’s 30 most influential management thinkers by Thinkers50, and honoured as a Young Global Leader by the World Economic Forum. Her TED talks have been viewed more than five million times.
  • Sam Richardson
    Executive Engagement Programs EMEA at Twilio
    • Sam Richardson

    Sam Richardson

    Executive Engagement Programs EMEA at Twilio
    Sam has been helping organisations transform their customer experience for over 20 years and is a leading voice on the future of customer engagement. Working with some of the most recognisable brands in the world across all sectors, she strives to bring organisations back to the heart of what matters most - their customers. 

    Sam brings her extensive experience to Twilio where she leads the Executive Engagement Program across APAC and EMEA helping connect peers and guide leaders through their digital transformation. 
Breakout Session

Building Customer Trust: Proven Techniques to Foster Meaningful Connections

Consumer expectations are higher than ever before, with trust being a critical factor in deciding between your brand and competitors. So, to succeed, it's crucial to engage customers at every step of their journey and deliver what they want, where they want it, to ultimately build meaningful connections. But where should you begin? Creating engaging customer experiences requires understanding their behavior and effectively acting on their preferences at scale. However, not all businesses have the resources to build and maintain these high-quality touchpoints. In this session, we will delve into the importance of building trust, explore customer expectations, and unveil proven, easy-to-implement strategies from leading brands. These strategies will enable you to build customer trust by harnessing real-time, first-party data powered by Twilio Segment.
Speakers
  • Hema Thanki
    Regional Senior Product Marketing Manager
    Twilio Segment
    • Hema Thanki

    Hema Thanki

    Regional Senior Product Marketing Manager , Twilio Segment
    Hema is the EMEA Product Marketing Lead at Twilio Segment, driving customer-centric initiatives in the region. With extensive experience in Product Marketing, she has worked for consumer product and B2B SaaS companies. Starting her career at L’Oréal and Philips before transitioning to the tech industry at Amazon, working on the Alexa team. Later, she joined an early-stage B2B SaaS startup as the first PMM building the team from scratch.
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Webinar: Rethinking trust in today’s digital-first customer relationships by Transform Together