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 a leading CX professional share The Four Customer Experience Core Competencies that companies must master to drive CX success:

• Purposeful Leadership: Operate consistently with a clear set of promises
• Compelling Brand Values: Deliver on your brand promises to customers
• Employee Engagement: Align employees with the goals of the organisation
• Customer Connectedness: Infuse customer insight across the organisation

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:

• Track customer behaviour across an emerging digital landscape
• Discover the pros and cons of surveys to measure customer satisfaction
• Better understanding web analytics from intent to abandoned shopping baskets

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:

• The major approaches to bridging the silos of CX experience and engagement
• Causes of frustration at key moments of customer engagement
• How to use Customer Journey Mapping to deliver a unified, omni-channel customer experience

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:

• How Canadian organizations perceive the success of their customer experience efforts
• How Canadian consumers perceive the experience they receive
• How to close the gap between your organization’s customer experience and customers’ expectations

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.

• How to build a culture internally around the customer experience
• Initiatives for uniting customer-facing teams
• Shortening the distance to the front line for non-customer-facing teams

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:

• Create the optimum size, opt-in/opt out and survey criteria
• Plug information gaps in research and help business departments build better strategies
• Harness your VoC feedback to engineer changes to products, processes and ultimately CX

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 a customer focused framework instead of product focused
• Strengthen your post-purchase experiences
• Deepen your customer relationships

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:

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

“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:

• Keeping a pulse on customer touchpoints and using each aspect of the journey to drive customer loyalty
• Enabling, training and rewarding a customer centric culture that leads to consistency
• Responding to different CX needs by sparking creativity and taking on a pro-active approach when reaching your customer base
• Key budgeting lessons and technology implications for the future

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:

1. Fake CX trends from real ones
2. How to make inside out approach to CX work for you
3. Defining change through your KASH box
4. Clarifying ambiguity around accountability

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.

Objectives:

1. Leave with the knowledge of how learning in the corporate environment has, and is evolving, and can be used to motivate, engage and inspire a workforce
2. Journey through the parts of the brain that are essential for learning and make correlations between those and the way change initiatives and new learning can be delivered
3. Participate in busting learning myths of the past, and discover the truths that Neuroscience has uncovered about how the brain really learns. Let's innovate the way you think about designing learning experiences.
4. Be guided through the development of a learning map that grows with your organization and people.
5. Understand what factors need to be incorporated into your Learning and Development plans.