Thursday, 2 November 2017
Can marketing leaders apply gaming industry strategies to positive effect? The relationship between simplicity and engagement. B2B…2C – Who is your customer and how do you elevate them to the role of hero in the story: new ways of thinking about customer journey mapping and engagement. Creating an emotional connection with your customer; a travel… Read more.Speaking
Executing a transformation at scale is a complex undertaking, there’s no denying it. Not only does it involve significant systemic changes to the way we work, but also organisational and cultural change to support new behaviours and mindsets. In this presentation, we will discuss some key success factors for establishing and then scaling a Design… Read more.Speaking
The new era of marketing and brand engagement: transforming customer insights into profitable business strategies. The future of AI for marketing and the customer experience. Demonstrating ROI on customer experience initiatives.Speaking
Improving NPS. Improving customer journeys. Reducing cost-to-serve (while not slipping on other KPIs). These are some of the most difficult challenges that today’s business leaders face. While customer data, analytics tools, and journey models continue to improve, the most likely outcome of a customer experience initiative is still to plateau – not the dramatic results… Read more.Speaking
During this session attendees will have the opportunity t hear about CX projects, gain insights into goals, strategies and learn what happened along the way. Each speaker will give a 15minute overview of their project/Case Study.
Creating a TV show about the psychology of money to engage customers. Building brand consideration and momentum while driving up NPS. Exceeding sales targets without mentioning a single product.Speaking
Change has never been this fast and will never be this slow again. Asia Pacific is the fastest growing region in the world with rapid consumer evolution and evolving digitally-minded young populations. However, amidst this proliferation of data, machines aren’t reducing the role of humanity, they’re amplifying it. Understand the future of customer relationships across… Read more.Speaking
Enhancing the patient experience by determining the specific factors that influence patient satisfaction. The importance of embedding a variety of mechanisms to measure satisfaction. Hearing the positive as well as constructive comments to drive change.Speaking
Creating collaborative and innovative environments to encourage individuals to work together in a fun and exciting atmosphere. Proving teams with new technology and empowering them to create innovative solutions. Providing new ways of thinking, and developing new, creative solutions to real-world problems.Speaking
How digital disruption has changed the automotive landscape and given rise to a new type of customer. Customer insight and intelligence: How embracing data and predictive analytics can enhance the automotive customer experience. Measuring the impact: Importantly how can we measure customer experience so as to demonstrate a direct correlation with business performance and company… Read more.Speaking
Two 30-minute Interactive Discussion Groups running concurrently, hosted by 2-4 expert co-chairs. These informal discussions encourage everyone to participate and ask the questions they want the answers to. Choose your room and contribute. Each track is also highlighting a Case Study.
TRACK A: STRATEGY
How customer insights can unlock new sources of value. Enabling customers to co-create and re-engineer existing products to address their specific pain points. Understanding the difference between innovation and productivity gains through the eyes of the customer.
How HCF articulated it’s customer experience principles, and used tools to embed this across the organisation (from Executive leadership to frontline). Re-assessing customer metrics: understanding the metrics that really matter when it comes to driving retention and bottom line. Re-aligning strategic project prioritisation and resources based on the above.
User experience, customer centricity and its effects on product innovation. Forecasting what customers want to ensure longevity of product: surviving in a world of shrinking product cycles. What metrics can be used to forecast demand?
TRACK B: ALIGNMENT
Understanding customer KPI’s and what to track. Ensuring your metrics will translate into meaningful value proposition to customers. Linking value creation to product longevity and ROI.
Thinking of CX as a whole rather than parts – focusing on more than just touchpoint. Personas and segments- empathy or are you falling into the industry trap? Helping the organisation to be better: What do some of the best do? What does a CX team do?
How to measure customer happiness beyond NPS and extract data metric values. Measuring insight from all channels: surveys, call centres, social etc. to gain a holistic view. Revealing effective measurements to gauge the success of your CX program and initiative.
TRACK C: GOVERNANCE
Where to start on becoming customer driven – aligning your internal value proposition with your in-market offering. How to market in a way that makes sense to customers. Understanding the impact of CX on brand.
Case Study: How do you get everyone ‘on the customer centricity bus’ – what works and what doesn’t and the unique challenges of a franchise environment.
The starting point of customer centricity – vision and purpose. How did Mortgage Choice go about articulating our What, Why and How. Key takes outs from the Disney Customer Service course – how do they get people drinking the Disney coolade. Applying Disney best practice to Mortgage Choice – what works, what doesn’t and the… Read more.
Engaging leadership teams and frontline staff. Using storytelling to bring the organisations strategy to life. Connecting measures, metrics and business values to record success and secure further executive support.
Understanding key qualities of a CX champion. Creating a solid foundation of skills and knowledge for your staff and understanding what impact employee engagement plays in executing CX. Evaluating measures in retaining your top talent, amplifying your team’s potential and supporting internal mobility for champions to nurture holistic CX.Speaking