Program

CX is changing fast and only those companies who deeply understand customer experience and buying behaviour will take the new competitive high ground. Couple with that, the information battle to find the best deal between brands and customers, is over. Customers won that battle a few years ago via search.

• 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

Fifty-two percent of marketers with CX responsibility expect their budgets to remain the same or decrease in 2018. While expectations for the importance of CX are rising, CX budgets are not increasing accordingly. Marketers responsible for CX must fight for and earn essential budget.

• What are the main tools to prove how CX investments drive customer relationships
• Aligning CX to business and financial results
• Validate the business value of CX and lead through collaboration

Avoid losing budget and influence over the drivers of customer satisfaction, loyalty and advocacy

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:

• Where and when you miss the opportunity to delight and surprise your customer
• Chatbots and AI
• Which services and products are having the biggest CX impact
• How to foster agility and a more robust CX strategy which facilitates change

Navigate your multichannel CX journey and be there for your customers across all touchpoints

Dynamic data and intelligent automation can all improve customer experience but are we in danger of forgetting the significant ability that social media and empathy can make? Combining social media outreach with a personal approach can be extremely powerful: Get the main clues in your new CX journey:.

• Using social media outreach with members tpo provide a more empathic, intimate, and personal approach
• Caregiving vs simple CX transactional exchanges
• Adding training which teaches your agenda the confidence to deviate from the ‘norm’

Make your CX ultimately the best human customer experience delivered at the right moment.

Data storytelling promises a more engaging means of communicating with customers than just data visualization alone. Hear how to best use storytelling combined with data to more effectively engage with your most important customers:

• Putting data at the heart of your business to effectively embed a data-driven CX engagement
• What is a data story? When and how should data storytelling be used?
• What new skills and techniques are needed to create compelling data stories?

Create synergy between your firm’s data intelligence and CX efficiency.

Getting the analytics right is only half the job. Big Data needs to get the people part right as well. So how can Big Data deliver for marketers if our strategies are based on a flawed model of human behaviour?

• Discover how data can help customer services professionals to find ‘the Moment of Clarity’
• Find out how people really act and respond to promotions and marketing campaigns
• Why do they purchase one brand and not another?

Collect, share and act upon your customer’s preferences

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. It is also just as crucial for organizations to adopt a strong VoC program. 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 employee’s 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

A growing body of research shows that an engaged workforce may be the key to better customer experience. CX experts now agree that treating your employees well is a necessary first step to providing a better customer experience. Take your strides towards it:

• Why happy companies have better service and are more profitable
• The science of happiness at work
• How to Lead with Happiness
• Simple tools anyone can use to provide outstanding customer service

Best practices: tips, tools and new models to unleash the happiness effect for your customers

Clients do not come first 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?

Hear how fascinating CX transformation strategies were deployed to help shape the future of innovation and growth. Gather practical insights into:

• How to be there as a CX focal point: practical ways to enable and engage
• Ways to respond to 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

Hear how fascinating CX transformation strategies were deployed to help shape the future of innovation and growth. Gather practical insights into:

• How to be there as a CX focal point: practical ways to enable and engage
• Ways to respond to 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!