Wednesday 1st November 2017
International Keynote Address: From Burritos to thinking outside of the “Boxed” …a journey of disruption
Chipotle changed the way people think about fast food. Boxed is changing the way consumers – especially younger ones – think about “club” shopping. In both instances, Marketing and customer experience play[ed] significant roles in educating consumers and telling the respective brand’s story in a compelling way. Jackson will discuss how both brands approached this… Read more.Speaking
Thinking differently about the needs of the customer. Aligning service elements with data to give customers a product experience. What makes memorable experiences? Looking at functional sensual and emotional elements of experience.Speaking
Organisations have been focused on operational efficiency as a driver for Customer Experience (CX) for many years. However, new research conclusively demonstrates the critical component of any CX strategy is creating positive emotional experiences. But which emotion? And how do you break through siloes to scale delivery of these emotional experiences? And crucially – how… Read more.Speaking
Knowing your customer – why measuring customer effort is key. What does value creating look like in the age of the customer? Supporting strategic business outcomes through CX and emotional connection.Speaking
Is your culture designed to create passion and purpose? Do all employees love your brand and buy into the vision? Are your people your competitive advantage?Speaking
During this interactive session, attendees will be split off by their individual roundtable to discuss the top 10 tips in CX best practice, looking at various aspects of discovery, service elements and what mistakes to avoid. Each facilitator will guide the discussion.
ROUNDTABLE DISCUSSIONS – CCO TOP 10
Strategy & Customer Innovation Leader
Utilising data-driven personalised video technology to enhance engagement across the customer life cycle
Customer -centric organisations are using real-time interactive personalised video technology to acquire, onboard, and retain customers. Discover how this technology is also enabling customers to seamlessly complete applications and transactions.Speaking
The role of contact centres in harnessing the true voice of the customer. Overcoming paint points and removing barriers to experience. Embracing opportunities to delight by measuring customer outcomes, building trust and brand loyalty.Speaking
Two 30-minute interacive 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
Discussion Group: Unifying all customer initiatives into a solid business strategy to achieve tangible business outcomes
Aligning customer initiatives with business objectives to deliver tangible business outcomes. Understanding the role of technology in delivering meaningful metrics with proven results. Ensuring the voice of the customer is present in every strategic decision.
Embedding customer centric design into your strategy to look beyond the train and stations. Taking a Door to Door to Door journey approach to understanding the customer. Bringing service design processes to life from the inception of the station design.
TRACK B: ALIGNMENT
How to bring everyone along on the journey with you? What does an agile and customer-centric company look like? Breaking down organisational silos and aligning people, process and technology to optimise outcomes.
Case Study: Lessons in alignment, rhythm and data and how trust and appreciation can help you exceed expectation
Rebuilding a dysfunctional team while diffusing a number of ticking financial time bombs. Maximising an underexploited business opportunity and increasing YOY revenue by ~20%+. Halving (almost) complaint rates.
TRACK C: GOVERNANCE
Optimising CX by establishing CX ownership within the organisation. Rebranding customer service versus eliminating the root cause of experience failure. Avoiding pitfalls of a disjointed experience by increasing the capacity and authority of the CX team.
Why customer experience conversations powered by machine learning & AI must be considered a strategic initiative 2017 and beyond
Understanding the entire customer experience cycle is critical as if only one moving part fails, the customers overall experience is a failure. By applying Machine Learning and AI to the cycle helps identify and develop best practice model and business success. Business intelligence in silos will not highlight this failure, organisations must see from the… Read more.
In this session, attendees will have the chance to apply their knowledge and skills to help a charity review their operational model and devise a cx framework to achieve optimum service excellence. Help us help make a difference.Speaking