Program

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 how leading data strategies can make the difference:

• What are the opportunities for brands who want to put new data tools the heart of their CX activities?
• Gain an in-depth insight into how to maximize the power of emerging technology, tools and content
• Find out the best data practices to engage with customers now and in the future

Find out how to harness data for optimum 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

• Examining each different part of the service that is being delivered to your customers via people
• KPIs and key measures: getting the right tools in place to know what you and doing right and getting wrong
• Making customer feedback matter and driving continuous improvements to the customer journey

Boost your VoC programs to increase your ROI.

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:

• How to get your organization closer to your customer: achieving a customer-centric view
• Getting a better understanding of CX mind sets at every customer touch point
• What needs to change: combating a lack of customer data-gathering tools
• Changing reward structures that prioritize generating revenue over meeting the needs of customers

The action plan: From the top down

With shopper behaviour evolving alongside rapid technological advances and unparalleled change in the retail sector, what is the future for loyalty?

• How can organization embrace these fundamental shifts in order to maintain transactional and emotional connections with shoppers?
• Take a look at the direction of travel for consumers, shoppers and retailers

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

• Gaining executive level and internal buy-in
• Understanding and defining citizen expectations around social media contact
• Leveraging social media conversations to reach existing and future customers
• Pinpointing the ways to use Facebook to engage with a different type of audience
• Utilizing social media for real-time marketing and to build brand awareness

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:

• How can marketers know if their messages break through the clutter? How will they know if the creative was strong enough to beat the onslaught of advertising and make an emotional and lasting connection with their consumers?
• To gain real insights, we need non-conscious, unbiased, neurobiological based responses but what’s the best method to achieve this?

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:

• Personalization
• Journey mapping
• Mobile
• Automation and AI
• Data analysis

“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:

• Link continuous improvement to all customer interaction for ongoing benchmarking
• Turn complaints and poor service into great customer experiences
• Tracking ROI of complaints
• Give staff the tools to overcome and empower them to take action and right steps to rectify problems as they happen

Become an organization who listens and acts on all customer feedback across all channels

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

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.

• How statistically significant is the Net Promoter Score question?
• How segmentation affects Net Promoter Score during peer group comparisons?
• How well can the Net Promoter Score classifications gauge improvements or breakdowns over time?
• Who should use Net Promoter Score?
• How Should Net Promoter Score be used?

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:

• Is your program aligned with your business objectives?
• Are you engaging the right stakeholders in your organization?
• Is your program design robust enough to deliver valid results?
• Are you driving the right actions based on customer feedback?
• Fundamentally is the program delivering value – what is your Return on Investment?

Re-assess your programme goals against your ever-changing corporate objectives.