Good Morning & Welcome

Thursday, 7th May 2015

Wifi: oracle123 Twitter: #CaptivateCX Website: CXDublin.com

Captivate CX: Programme09:30 Dermot Casey, Principal at Near Future

Building a Roadmap for a Successful Customer Experience Strategy

10:10 Séamus Byrne, Director of Customer & User Experience at Graphic MintAt Your Service! Making Customers Happier Through Experience Design

10:50 Siobhan Hennessy, Head of Customer Experience at Bank of IrelandDelivering an Impactful Customer Experience Programme Across Complex Organisations and Markets: The 10 Deadly Sins

11:30 Masterclass Concludes

09:30 – Dermot Casey, Principal at Near Future

Building a Roadmap for a Successful Customer Experience StrategyThe digital transformation of businesses is accelerating. Many companies are disrupted by entirely predictable market changes they should have seen and are being held back by not focussing on the capabilities customers are demanding now and in the future.

Drawing on case studies and innovative practice this session will concentrate on mapping and building your Customer Experience Strategy and Vision. We’ll clarify the difference between Strategies, Missions, Visions. We’ll help you cut through waffle of marketing plans that vaguely position and distinguish the value of real customer experience-led approaches.

We’ll help you understand the gaps in your existing capabilities, where to start your Customer-Led journey, and how to start building your roadmap for delivery of a successful Customer Experience Strategy.

Building a Roadmap for a successful Customer Experience Strategy

Dermot'Casey'@dermotcasey'Near'Future'

Emerge Competitive Advantage / Profit Commodity

Exercise

10:10 – Séamus Byrne, Director of Customer & User Experience at Graphic Mint

At Your Service! Making Customers Happier Through Experience DesignAre your customers satisfied with your offering? Do you know what their experiences with your business are like? What are the greatest obstacles they face with using your products and services?

Great Customer Experiences stem from changing your point of view to how your customers see the world. This is achieved by evaluating their journeys across your business, understanding their goals, and solving issues with empathy and good shopkeeping.

During this presentation Séamus Byrne from Graphic Mint will explain how principles and best practices of Service Design, Customer Experience and User Experience Design can be applied to transform to your business for the better.

At your service...making customers happier through Experience Design: Séamus T. Byrne

At your service......making customers happier through

Experience Design.

At your service...making customers happier through Experience Design: Séamus T. Byrne

Experience Design

1. Experiences & Experience Design2. Storytelling & Visualising Journeys

At your service...making customers happier through Experience Design: Séamus T. Byrne

Journey Mapping

At your service...making customers happier through Experience Design: Séamus T. Byrne

Service Mapping

10:50 – Siobhan Hennessy, Head of Customer Experience at Bank of Ireland

Delivering an Impactful Customer Experience Programme Across Complex Organisations and Markets: The 10 Deadly SinsThrough looking at best practices along with the application of more than 20 years working exclusively on customer experience and value proposition programmes across 8 different household brands, Siobhan will bring us through the pitfalls (and success factors) that contribute towards any company really achieving their goal of moving the customer dial and delivering on their brand promises.

This includes smaller quick win approaches that will accelerate results along with longer term strategic deliverables.

Achieving a positive NPS in 2015 through delivery of our EASY initiatives

Customer Experience Strategy

Really Delivering Customer Experience Step Change The #10 Deadly Sins

Confidential - Red

Really understanding customers – no single measure to give full answer

Customer Understanding

CX Measure: NPS/CSAT/TRI

M

Social Medial monitoring

Operational metrics:

SLs/First time fix/Calls per

customer/Complaints

Complaints

Brand metrics: Preference etc

Easy/Effort

The cost of negative experience

70% more in-bound calls

Formal Complaints 11 times higher

Double credits on bill

4 times higher customer turnover rate

0 1 2 5 4 3 6 7 8 9 10

CLARITY ON

STRATEGY

# 5

Thank you for your support...