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.
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.
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:
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:.
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:
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?
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.
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:
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:
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.
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?
Hear how fascinating CX transformation strategies were deployed to help shape the future of innovation and growth. Gather practical insights into:
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:
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!
Learn more about some of the mechanisms and best practices that help us innovate at Amazon and go through some of the suggestions on to apply to both startups and traditional customers. Find out how to get the optimum from change to drive better customer engagement: Gain best practice insights into:
Planning the future of CX: Find out how to harness emerging technology for optimum future CX
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.
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
Ensuring all social media CX interaction with your customer is consistent and positive
The bar has never been higher for brands: consumers are more distracted than ever, with shrinking attention spans and greater choice in how and where they consume media. Find out how to optimize engagement:
Find out how consumer neuroscience can help you deliver insights and go deeper into the consumers’ minds
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 expectations have risen to an almost unmanageable level, and in turn, so have customer irritations and impatience. Managing and measuring complaints more effectively is the holy grail of better CX. Master the key success factors to:
Become an organization who listens and acts on all customer feedback across all channels
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
We often describe a VoC program as a journey, not a destination. How do you ensure that your VoC program is on track? What are the key questions you need to answer:
Re-assess your programme goals against your ever-changing corporate objectives.
The afternoon will wrap up with a discussion on what to start, what to stop and what to continue doing in your organization.