CX is changing fast and only those companies who deeply understand buying behaviour will take the competitive high ground.
Find out how to leverage emerging best practices in a digital landscape and how they relate to CX
Todd will detail how the AMA has leveraged technology and digital platforms to transform their customer experience in just under two years. He will present the case study in the context of a productive disruptor, a new breed of digital leaders who can turn a bold digital vision into reality fast, shift a culture toward speed and innovation and break rules without driving the organization off the rails:
Walk away with clear, practical learnings about how to drive rapid digital transformation and business results.
Experiences represent a moment in time. Loyalty is enduring. Loyalty is also voluntary. Organizations that recognize the power of loyal customers also see customer service as a strategic asset, not a cost center.
Drive proactive engagement to ensure long-term loyalty
Dynamic data and intelligent automation can improve customer experience but are we forgetting empathy? Combining social media outreach with a personal approach can be extremely powerful.
MMake your CX ultimately the best human customer experience delivered at the right moment.
Data storytelling promises a more engaging means of communicating with customers. Hear how to combine storytelling with data to effectively engage with your customers.
Create synergy between your firm’s data intelligence and CX efficiency.
Many well-intentioned CX programs fail because of a lack of effective communication. To be successful, organizations need to continuously reinforce the right behaviour to employees and keep CX top of mind so that they are prepared to deliver a great customer experience. Learn about a proven approach that blends creative and technology to make certain employees are delivering on your brand promise every day.
Ensure all employees understand what the goals are and execute
Join CX leaders to hear how they are harnessing NPS, rationalizing the newest forms of sentiment analysis, linking data with accountability, and moving from the analysis of one part ‘per-transaction satisfaction’ to the whole new omnichannel customer journey.
Produce superior customer experience while streamlining your costs
Employee engagement is crucial for any organization striving to become more customer-centric. However, it is rare that the employee and the customers’ voices are aligned. Find out how to create and build the perfect crescendo:
Why do engaged employees offer great customer experiences, disengaged employees don’t
Clients do not come – Employees come first. If you take good care of your employees, they will take care of the clients. This is not just about organizational culture and benefits but a more tactical approach which gives employees the right tools to remove barriers when serving the customer.
Leading from the front: enabling your staff to serve customers better by empowering them to deliver what the customer holds as important
Customers have their own journeys and their own contexts, histories, perceptions, emotions and expectations. So what does that mean now? What processes do you use to learn these things about the people you’re creating experiences for? What do businesses have to consider when creating emotionally engaging experiences? Join this fireside chat to hear:
How do you use storytelling and emotional connections to improve customer experiences?
Delivering a unified and compelling value-proposition across the Customer Journey is a common area of challenge.
Gain insights on how to consistently deliver what your brand promises by:
Extending your brand across your organization
Hear how fascinating CX transformation strategies were deployed to help shape the future of innovation and growth.
Improve the delivery of your services to connect with your audience in moments of need
Unwind and mingle with the delegates and speakers at our exclusive end-of-the-day reception. Bring your business cards!
The big shark of ''Customer Experience'' is constantly circling for attention. From a CX award winning company, discover programs that drive and maintain a customer obsessed culture:
Planning the future of external CX: Find out how to harness employee models for optimum future CX.
Seamless customer experience is now a fundamental part of any enterprise marketing strategy. But how can today's top brands move beyond their typical paths to conversion, and redefine the buyer journey through omnichannel management?
Discover your own CX Map to:
Boost your customer journey programs to increase your ROI.
Voice of the Customer is a must have for CX professionals. But how can it be measured and improved? Find out which parts of the VoC should be assessed: from customer engagement to satisfaction.
Boost your VoC programs to increase your ROI.
With shopper behaviour evolving alongside rapid technological advances and unparalleled change in the retail sector, what is the future for loyalty?
Establish a more fully integrated holistic CX strategy add value, loyalty and engagement
Social media transformation means looking at your methods of augmenting existing processes through a future looking lens. Decisions about how to manage social media and digital change are tough to make. Collect ideas to
Ensure all social media CX interaction with your customer is consistent and positive
The customer experience is today’s battleground for organizations competing to win and retain loyal consumers. Product, sales, and marketing teams know that to improve the customer experience, they must scrutinize customer feedback.
Build your blueprint to:
Join global expert Brian Walsh of Structured Empathy for a fast-paced, thinking-on-your-feet workshop. As part of a small team you will learn and deploy empathy and design thinking principals to better understand customer experience from a critical perspective – theirs!
A growing body of research shows that an engaged workforce may be the key to better customer experience. CX experts no agree that treating your employees well is a necessary first step to providing a better customer experience.
Best practices: tips, tools, and new models to unleash the happiness effect for your customers
Cineplex has had a strategic shift to build a client-side UX Design team aiming at increasing value for Cineplex guests by a test and learn approach. Since then, there has been a big digital transformation in how business stakeholders collaborate with designers and developers: hear some insights and war stories about design and user research mixed methodologies:
Take a journey across a big digital transformation and enable business stakeholders to collaborate
In preparation of the launch of the City of Mississauga’s Customer Charter in 2019, MiWay chose to align its philosophical foundation through with four core pieces: Mission, Vision, Values (MVV) and The MiWay Basics.
Find out the results of 18 months of preparation including more than 300 hours of employee consultations:
Measuring the speed of culture change by design, not the passage of time.
Net Promoter Score is used around the world as a metric to gauge customer experience, comparisons to peer groups, and improvements or breakdowns of customer experience over time. Take a deep dive into the data captured through Net Promoter Score along with the personas and profiles that it is captured from to understand what it is actually telling us.
Take a deep-dive into the capabilities of Net Promoter Score: from do’s and don’t to the next level