This essential workshop is designed for CX professionals seeking
to enhance service delivery and increase cost effectiveness.
Decipher pragmatic solutions to better your ability to meet citizen’s
needs. Overcome common barriers including legacy systems,
politics, and culture inertia. Gather insight to:
Improve delivery of services to connect citizens and maximize
To be successful in today’s competitive business environment, companies must revolve around the needs and desires of customers.
Enhance your processes, governance structures, and procedures to embrace a customer-centric culture that will enable you to achieve positive customer-focused outcomes. Raise the bar to:
Nurture a committed culture to push your CX initiatives forward.
Hitachi Solutions Canada is a consulting firm and systems integrator helping customers from strategy to solution through a portfolio of management consulting, implementation and support services. They have helped over 350 customers with innovative solutions around Enterprise Resource Planning (ERP), Business Intelligence, Portals and Collaboration, Cloud Computing, Custom Development and Integration, Customer Relationship Management (CRM), Application Infrastructure, and Support Services. Part of their success in helping others with their customer experience strategies comes from how they use the solutions they offer themselves from sales through marketing to service. Come learn how Hitachi eats their own dog food to create a strong customer experience.
As competition continues to rise, companies must differentiate through an extraordinary customer experience. Transform your brand into your platform of excellence to drive growth and capture customer loyalty. Implement processes to:
Enhance experiences to conquer your competition
Customers love being rewarded for choosing their favourite brands. Implement a strategy to ensure your business is financially capitalizing on the tendencies of your customers, while enabling world-class experiences. Hear how to:
Understand your customers and build lifelong relationships.
The impact your customer feedback is having on your organization is the only thing that matters. Having a 60% survey response rate metric is not a justification for a VoC program; improving NPS, CES or revenue growth through just a 10% survey response rate is.
Make sure your VOC program produces positive ROI
Quality and cost efficiency do not have to be mutually exclusive in your CX program. Develop pragmatic solutions to better your ability to meet citizen/customer needs. Gather insight to:
Improve delivery of your services to connect with your audience and maximize your budget
A culture is the expression of the brand in human form. To ensure you achieve customer experience differentiation through a brand aligned culture requires looking at the brand, your people and your customers from the inside out and outside in. Take away an action plan to:
Differentiate your service through brand alignment.
When we think of data we think of numbers but there are CX tools that can augment what we learn from the data to help tell the complete story. Consumer Experience practitioners use Journey Mapping to understand the consumer experience and when it is paired with quantitative metrics, it can be the tool that allows you to move quickly on critical decisions to improve your business before the data starts to tell a different story. Attain insights to:
It turns out, it’s more important than the perceived quality of – or satisfaction with – the experience itself.
Walk away with strategies on:
Understand the importance of emotions in delivering the optimal customer experience.
Omni-channel integration has evolved from something that was nice to
do for customers, into something that customers expect. Gauge your
organizational shortfalls and pinpoint success factors to a
Source innovative ideas to expand your customer outreach
A customer journey map illustrates the path a consumer takes when
going through the process of purchasing a good or service. Ensure this
journey is full of positive emotions and experiences to drive customer
retention through extraordinary service delivery. Create a roadmap to: or high profile, high stress customer scenarios. Get a behind-the-scenes look to:
Incorporate your journey map to be there for your customers when they
need you most
CX is a forward-looking service, which can be effectively designed
by working backwards from an end goal. Enable cost efficient
personalized strategies to get ahead of the curve and stay competitive.
Transform your CX to develop lifelong customers.
Public and private sectors alike are confronted with immense cost
reduction pressure while operating within an outdated structure.
Strategize to ensure high-level CX while working within your
constraints. Gain insight on:
Navigate budgets and outdated systems to reach your CX potential.
Intangible data dictates how a program interacts with the customer and makes them a brand ambassador… whether they know it or not. Quantify your customer’s subjective & interactive experiences mean for the brand. Source practical tips to:
Evolve beyond purely transactional data driven CX to increase your brand reputation
Learn how today’s marketers can find new customers and increase the value of existing ones by leveraging the power of physical with digital marketing channels and the role of sequencing in your marketing messages. The latest neuroscience research conducted by Ipsos’ Neuro and Behavioral Science Center shows the impact of integrated campaigns on consumer attention, emotional engagement and brand recall. This presentation will help you:
In assessing and amplifying your “integrated” marketing mix, you too can achieve the ultimate objective of inspiring action with customers.
When more than eight in ten people with disabilities have chosen not to give their business to a service provider because of barriers, one of the reasons being poor web accessibility, something’s wrong. Websites are a critical piece in the consumer’s purchase decision, and marketers have a tremendous opportunity to turn a frustrating experience into a delightful one for customer with disabilities. In this session you will:
The first 30 seconds of interaction with a customer has the
biggest impact on your CX efforts and your customers experience.
Enhance your strategies at this critical stage of a customer
encounter to increase your customer satisfaction. Create a
Transform your approach to CX to address all of your customer
needs from the beginning.
Gain insights from your industry peers and benchmark your organization against others in this interactive session. Delegates will be divided into informal discussion groups centred on a variety of topics related to customer experience. Topics to be discussed include:
“Flock together” to brainstorm innovative approaches to your most pressing challenges
Leaders have the ability to make or break the success of an organization’s CX strategy. Re-assess your company alignment to guarantee leaders are forging the path to client-centric services. Implement process to:
Nurture organization alignment to enhance your customer centricity.
Social media has emerged as a powerful tool for consumers to voice
their experiences. Implement real time communication streams to
ensure you are constantly addressing the needs and desires of your
customers to maximize your brand’s reputation. Collect ideas to:
The afternoon will wrap up with a discussion on what to start, what to
stop and what to continue doing in your organization.