Program

CX is changing fast and only those companies who deeply understand buying behaviour will take the competitive high ground.

• Customer Experience as a differentiator
• Mapping customer expectations
• Meeting the customer where they’re emotionally attuned to your product
• Embedding core tenants of CX design

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:

• Getting the c-suite on board to drive change
• The importance of segmentation
• Communicating with members and pushing the boundaries of the customer journey

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.

• • Create an effortless experience for your customers and agents
  • Connect your entire customer value chain with a team sport mindset
  • Services and products that have the biggest CX impact
  • The long-term impact of AI on your CX strategy

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.

• Use social media outreach with members to provide a more empathic, intimate, and personal approach
• Caregiving vs simple CX transactional exchanges
• Add training which teaches the confidence to deviate from the norm

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.

• Put data at the heart of your business
• What is a data story? When and how should data storytelling be used?
• What skills and techniques are needed to create compelling data stories?

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 team members operate with the same common guiding principles.
• Celebrate successes and learnings to send signals to employees on how they should behave and what is accepted
• Gain instant recognition and buy-in of your CX program

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.

• Get more value from net promoter scores: measuring change and continuous improvement in CX
• Data: The Emperor's New Clothes or a new model to build continuous improvement?
• How to link NPS to customer experience: making incremental and powerful changes to deliver better service and support to customers

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:

• How can organizations align and analyze both customer and organizational voice?
• Setting targets and KPIs to monitor employees’ performance
• Creating powerful data visualizations that helps highlight both customer and employee voices to drive profitable action

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.

• System and process implementations: Contact Management, Social Media Management, Knowledge Management
• Hard-won success via the right blend of technology and listening to stakeholders
• Addressing specific perceived capability gaps

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 can you map the emotional connections that a customer has with your brand?
• What impact does storytelling have on these emotional connections?
• Does experiential storytelling actually resonate with customers?
• Can you measure a customers’ emotional connection and use that metric to further your cx agenda?

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:

• Learning the different ways to differentiate your brand promise and customer value
• Learning how to design a value-prop that delivers optimal customer success and strategic growth
• Understanding the framework that aligns internal departments and flow of data to building & improving customer value
• Understand how team culture and operations can support the delivery of the value-prop

Extending your brand across your organization

Hear how fascinating CX transformation strategies were deployed to help shape the future of innovation and growth.

• How to be there as a CX focal point: practical ways to enable and engage
• Responses that enable a positive CX experience: reaching across all departments to support the greater customer satisfaction
• Key lessons and wider CX implications for the future

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!