2023 IFA ANNUAL CONVENTION | Las Vegas
What’s next in digital?
The omnichannel customer journey
Create a more compelling, cohesive, and coordinated customer experience (CX) with insights from an executive-level panel — and session-sponsor HGS
About the session
What’s next in digital
Mapping out the future for franchisors and franchisees
Sponsored by HGS
Format: Interactive Q&A with VPs and CMOs
Timing: Tuesday, February 28, 2023, at 1:30 to 2:30 PM
Location: Mandalay Bay, Ballroom F
The International Franchise Association (IFA) Annual Convention (February 26 to March 1, 2023) enables attendees to experience and learn business development ideas, strategies for growth, and community building.
HGS, a leader in digital CX and a customer acquisition, service, and retention solution provider, is a proud sponsor of the IFA event with the talent and technology to follow-through on the ideas discussed at the session.
Improve results with omnichannel
It’s all about the journey
In this session — hosted by Mark Montini, CMO of Premium Service Brands — thought leaders will discuss the evolution of the customer journey from awareness to purchase (or sign-up) to retention — as well as the positive effects of using multiple communications channels for each step.
In 60 minutes, panel members will share their perceived opportunities, mistakes, surprises, budgeting tips, predictions, and easy next steps to take for differentiating digital marketing and creating an unparalleled experience — at both the franchisor and franchisee levels.
Keep the momentum going
What’s next for your omnichannel CX?
Our HGS digital marketing team specializes in helping franchisors attract and support franchisees, and in helping franchisees to attract and retain more customers.
| Franchising Challenges | HGS’s Solutions |
|---|---|
| Website outdated? | Website development, content, SEO, and conversions |
| Campaigns underperforming? | Omnichannel campaign development and management |
| Falling behind on social? | Social media management and community building |
| Team overwhelmed? | Marketing or contact center automation |
| Stores and online not coordinated? | End-to-end franchisee and customer journey mapping |
| No data for decision-making? | Analytics and integrated customer data platforms |
| Challenges scaling to new markets? | 24/7 onshore and offshore marketing operations support |
- Website outdated? Website development, content, SEO, and conversions
- Campaigns underperforming? Omnichannel campaign development and management
- Falling behind on social? Social media management and community building
- Team overwhelmed? Marketing or contact center automation
- Stores and online not coordinated? End-to-end franchisee and customer journey mapping
- No data for decision-making? Analytics and integrated customer data platforms
- Challenges scaling to new markets? 24/7 onshore and offshore marketing operations support
See digital CX in action
An omnichannel CX by HGS yields results for admired brands
HGS has hands-on experience in creating more consistent, elevated experiences across channels, geographies, brands, and target markets, including the use of automation, machine learning (ML), and AI. We have literally developed playbooks on scaling efficiently and in harmony with your existing resources, technologies, and agencies. We can help you strategize and then execute with — or on behalf of — your team.
400Ksocial customer inquiries handled yearly, 5X gain in response time
50% tech-support cost savings, with 14% increase in coffee-related sales
$12Min cost avoidance in the first year, 10M social mentions annually
Sharpen your customer focus
Build your business for the future with award-winning HGS
Create your omnichannel roadmap
Connect with us for more rewarding, digital journeys
Identify your omnichannel challenges and ideal next steps in a brief, no-obligation meeting chock-full of insights. Dr. Laura Valenti has a unique +20-year background in marketing, creative services, franchising, and the digital experience. She and the HGS team can bridge CX gaps and help you deliver on brand promises.
Dr. Laura Valenti
VP, Sales, Digital Marketing
“Coordinating channels, campaigns, and brand messaging across markets and storefronts is one of the most challenging aspects of franchising.
“But it’s worth the investment to deliver high quality, consistent interactions at scale to ensure a prompt, personal, and positive experience that converts. We can help you exceed ever-rising expectations, synchronize at the local and central levels, and meet your digital needs of the moment.”
Transform, optimize, and grow
Drive uncommon results with our partnerships
HGS’s partnerships and experts on demand put you on the fast-track to attracting and supporting more franchisees and consumers.
HGS is helping its clients become more competitive every day.
HGS combines automation, analytics, and artificial intelligence with high quality talent and deep domain expertise to achieve superior outcomes in the areas of digital customer experience, back-office processing, contact centers, and HRO solutions.
In finding the perfect balance of people and technology, we build our clients’ businesses for the future.
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