Keynote Speaking History

Fragmented & Fast-Changing: A Creative New Approach to the Dynamic Searcher Journey

With Google’s long-time dominance, many believed search to be a single-platform affair. But the reality is much messier. People in the search mindset rarely stay in a single lane. They weave in and out of many platforms – not only search engines – to get information, and now AI is reshaping searcher experiences and expectations. This talk will tackle the fast-changing search landscape, to propose a simple but powerful way to approach the modern, fragmented searcher journey, and inspire you to seek all-new, creative ways and places to connect with customers when they search.

Improving Search for CX with the “Jobs To Be Done” Framework

Know me, understand me, serve me. Learn how search fits into a Customer Experience (CX) framework to create value at every stage of a connected journey – even as the search experience becomes more fragmented. Heather Physioc, Chief Discoverability Officer at VML, will share how to tap into the goldmine of search data to reveal themes, trends, and truths about audiences and their behaviors to shape richer CX journeys. This actionable framework can help you use search data to validate and challenge customer journeys, benchmark and measure CX performance, and provide customers with more of the value and ease they expect at every interaction.