Thursday, 2 November 2017
Understanding consumer neuroscience and its application to communication. The consumer’s brain, attention and focus. Looking at the relationship between emotions and motivation.
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
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
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
Looking at KFC’s digital transformation journey. Building brand loyalty by speaking to people with the right message, on the right channel, at the right time. Understanding the power of engagement in driving business growth.Speaking
Leading the development of consumer experience strategies for shopping centres undergoing redevelopmentSpeaking
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
This closed door C-Suite lunch will be open to all CEO, CCO, CMO and CDO’s to discuss Artificial Intelligence, the hype surrounding the topic and actual use cases for AI in the context of customer experience. We will explore the hype, reality and everything in between.
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