Successful organizations are re-examining their CX strategies in a dynamic market. Ensure your CX program enables your customer-facing staff to drive customer experience. Adopt best practices to:
Realign your CX initiatives to drive future growth.
Putting end-users at the centre of your multi-channel CX design can transform your business and achieve that elusive goal of a brilliant experience for every user. Acquire insights from other CX leaders to find your own moments of multichannel truth. Gain insights on:
Navigate your multichannel CX journey and be there for your customers across all touchpoints.
How a customer grows with a brand has a direct correlation to their post-sale experience. This experience is largely powered by the CX professionals that serve countless customers on any given day.
Often times, however, there is less emphasis placed on how to grow the customer and more emphasis placed on solving the issues that come into the queue. Some many even argue, once an issue makes it to a CX professional there isn’t an opportunity to recommend an additional service or product (depending on the source of the original complaint).
What if you could turn your CX operations in a strategic arm of your sales organization? What if CX was an integral part of driving superior lifetime value (LTV) for your business?
At Atlasssian – the leading provider of software development and collaboration tools – this is exactly what they have done. By leveraging intuitive self-service strategies, they have enhanced their customer experience leading to significant growth – growth often seen in post initial sale.
When applied effectively, the Service Design methodology has the ability to create meaningful experiences for your customers and drive valuable results for your business. Create an internal service design centre of excellence to improve the quality of your interactions with customers. Get new ideas to:
Build your own Service Design team to enhance your organization’s commitment to customer centricity.
Organizational transformation around best practice CX is the start of something new and exciting. Adopt robust and positive team approaches to ensure CX excellence at your organization. Gain insights to:
Make your CX initiatives a reality by building a customer first organizational culture.
UNICEF operates at the cutting-edge of international CX complexity. With new multichannel and digital staff demands across a fragmented world, budget has been allocated across resources to deliver UX and CX change. Hear how to use tight budgets to:
Apply lessons of high-level, agile change in a commercial or non-profit environment.
Data and its challenges are not new, yet increasing volume, velocity, and a range of activities continue to present more complications. Ensure key insights at your company are heard above the noise. Discover how to:
Collect, share and act upon your customer’s preferences.
Big data has been changing the world in industries ranging from finance to health care to government. When dealing with industries where companies are federated, data has traditionally been segregated. By using big data technologies, we can leverage traditionally segregated customer data into one to provide a 360-degree view of the customer. Learn how to:
Create synergy between your firm’s data intelligence and CX efficiency.
Customer Success adoption is strongest within the SaaS industry but it has value for other industries as well. Become a trusted advisor to your customers to drive recurring revenue.
Re-think your current business model to leverage the benefits of Customer Success.
Follow the TTC’s journey to overcome the hidden barriers that can thwart large, complex organizations when they attempt to shift focus to customer experience.
Learn how to design and embed a values-driven platform for CX at the heart of your organization.
CX fails for several reasons; however, the most commonly quoted reason is the damage caused by siloed business units. Overcome a disjointed view of your customer with a cohesive unit. Hear how to:
Bridge silos to deliver a more seamless external customer experience.
Employee Engagement is critical to any CX journey. Simply put: Engaged employees offer great customer experiences, disengaged employees don’t. Discover what Oxford is doing to extend their Engagement efforts beyond their own employee base to take their already strong CX program to the next level.
Unwind and mingle with the delegates and speakers at our exclusive end-of-the-day reception. Bring your business cards!
Customers are no longer willing to accept subpar experiences from the companies they work with. Companies that rate only “average” or “good” at CX risk losing their share of the market in an increasingly competitive world. Hear a leading CX professional share The Four Customer Experience Core Competencies that companies must master to drive CX success:
Prepare your organization to succeed at CX and meet its business goals.
Customer experience measurement is now a mainstream and accepted way of pinpointing what you are doing right – and where you can improve. Improve your responsiveness by anticipating customer needs through data analysis. Generate a plan to:
Beat your competition to new growth opportunities using valuable customer insights.
Delivering consistent, strong customer engagement is one of the most common challenges. Bridge this gap through your Customer Journey Mapping around engagement. Identify:
Identify which CX strategies really engage through journey mapping.
In this session TMG International Inc. and Phase 5 will reveal the results of a study on the state of CX in Canada. The presenters will share best practices and help you determine what your organization needs to do to give consumers the experience they desire and deserve. Attendees will gain insights into:
Optimize your CX strategy and results by gaining insights from the first study of its kind in Canada.
Great customer experience starts with building and fostering a customer-focused culture internally. At Shopify the company’s mission is to “Make Commerce Better for Everyone” and empathy for their merchants (customers) is reflected in all internal programming and initiatives.
Taking a focused and agile approach to CX for staff.
Not all customers follow your journey map as planned, and you need to be prepared for this. In this interactive session, you will share and discuss the greatest obstacles facing your organization’s CX strategies. In small groups, explore best practices, innovations, and ideas to:
Find out how to build the best in class online-panel community for CX data.
A consistent yet personalised onboarding experience continues to produce challenges as customer journey’s often involve multiple channels and touchpoints. Apply the Design Thinking methodology to build out a customer centric framework that addresses the gaps in CX excellence at every touch point and:
Ensure your CX remains a key differentiator across all silos
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 digital customer experience. Topics to be discussed include:
“Flock together” to brainstorm innovative approaches to your most pressing challenges.
Customer centricity is the key to designing strong experiences that win the hearts and minds of customers. Retain customers and drive loyalty while staying within a budget by creating a customer centric business model that delivers a consistent transporting experience – every time. In this session, gather practical insights on:
The afternoon will wrap up with a discussion on what to start, what to stop and what to continue doing in your organization.
As organizations grow more operationally complex and more geographically diverse, the most successful are abandoning the old change toolkit in favour of change initiatives that are highly tailored, intensely focused on precise business goals, and internal collaboration. This workshop is for CX professionals from all organizations and industries who want CX change and implementation faster, better, and more successfully. Learn what established leaders in customer experience were doing with great success - long before "cx" was even conceived.
Participants will learn:
Creating the right customer experience involves equipping your staff with new knowledge and skills. The old ways of learning don't always work. With the advancements in technology that have allowed us to deep dive into how the brain learns, the ways in which we develop, integrate and create organizational learning, is in an evolutionary shift. In this workshop, come along to experience the ways in which you can take training and development from a function, activity or culture and mark it part of your organizational legacy.