CONFERENCE...3. Customer Feedback 4. New Technology & AI 5. Measuring ROI 6. Customer Journeys - A &...
Transcript of CONFERENCE...3. Customer Feedback 4. New Technology & AI 5. Measuring ROI 6. Customer Journeys - A &...
CUSTOMER EXPERIENCECONFERENCE
25TH FEBRUARY 2020, CENTRAL LONDON
5TH ANNUAL
OFFICIAL SPEAKING INVITATION &DRAFT AGENDA
CONFERENCEOVERVIEW
It is with great pleasure I amwriting with an invitation for you tospeak at the 5th Annual CustomerExperience Conference, 12thNovember, Central London. This year we will be focusing oninspiring customer-centric cultureswith the latest AI, measurementand data insight techniques tocreate holistic journeys thatconsistently exceed customerexpectations. I would love to have you join ourspeaker faculty to share yourinsights at this unique brand-ledevent. Best wishes, Alex Wilson Conference ProducerGlobal Insight Conferences [email protected]+44 (0)20 3479 2299
WHY SPEAK?One-Day, Brand-Led Event
Dedicated & PracticalConference - Not A HugeExpo
28+ Cross-Sector Speakers Free Attendance ForSpeakers Discounts For Colleagues &Contacts Senior-Level Networking Brand & Personal Recognition
OPPORTUNITIES
Co-chair the morning orafternoon Present a session (20minutes) Join a panel (30 minutes)
Facilitate an informalbreakout discussion
Jasmine Jenken, +44 203 479 2299 [email protected]
2019 SPEAKERS &TESTIMONIALS
Alexandra Wilson, +44 203 479 2299, [email protected]
"Varied and informative." Volkswagen Group UK, previous
conference delegate"Good speakers, very insightful."
LV=, previous conference delegate
"Useful content, engaging speakers and well-paced."National Trust, previous conference delegate
AGENDA: 25TH FEBRUARY2020
MORNING SESSIONS AFTERNOON SESSIONS
Co-Chairmanship Co-Chairmanship
THEAGENDA
Whether you are interestedin taking a presentationslot in front of the entiredelegation or leading a
more informal groupbreakout discussion session,we have something for you.
We also welcome yourideas for the programme,but please note that whilewe do our best to include
specific case studies ortopic suggestions, the
agenda is tailored to ouraudience research, focusing
on the 'hot topics' ourresearchees wanted to hear
about.
1. Customer-Centric Cultures2. Insight-Led Decision Making3. Customer Feedback4. New Technology & AI5. Measuring ROI
6. Customer Journeys - A & B7. Customer Expectations8. Digitalisation9. Multi-Channel Integration10. Customer-Led Service Design
FACILITATED BREAKOUT DISCUSSIONS
A) Personalisation B) Retention & Loyalty C) Culture ChangeD) Managing Social Media E) Complaints Resolution
F) B2B CX G) Vulnerability
Or - Suggest A Topic Of Your Choice! Alexandra Wilson, +44 203 479 2299, [email protected]
THEAGENDA
Jasmine Jenken, +44 203 479 2299 [email protected]
Lead the debate! Share your insights throughout the day in opening and closingremarks, as well as introducing speakers, facilitating panels and inviting the audience
to join in with our interactive Q&A. We’ll deal with all the timings - all you have tofocus on is the speakers.
MORNING CHAIR
1. CUSTOMER-CENTRIC CULTURESIgnite Business-Wide Passion For Customer Experience With Engaged,Customer-Focused Employees & Leaders
Great customer experience doesn’t happen without great employee experience!Keep your employees happy with innovative new strategies to deliver the bestexperience for both partiesConvince employees across departments of the commercial benefits of CX to createand maintain a mindset of customer excellence centred from within theorganisationGet the best of both worlds! Leverage customer and employee data for a holisticview of your CX department and strategies to continuously improve bothexperiences
MORNING SESSIONS
Alexandra Wilson, +44 203 479 2299, [email protected]
THEAGENDA
Jasmine Jenken, +44 203 479 2299 [email protected]
MORNING SESSIONS
Alexandra Wilson, +44 203 479 2299, [email protected]
2. INSIGHT-LED DECISION MAKINGProactively Collect & Analyse Data For Actionable Insights That DeliverCustomer-Driven Experiences
Not all data is good data! How to collect accurate insights into your audiencedemographics, behaviours and purchasing drives to really understand yourcustomer baseConnect the silos of information and drive insight through data to drive great CXacross the business – not just from NPS!Tap into different customer demographics to create personas, journeys andexperiences that suit their wants and needs
3. CUSTOMER FEEDBACKGet To Know Your Customer Behind The Data With New SatisfactionMeasurement Strategies That Capture & Action Customer Feedback ToInform Business Decisions
Is NPS the right measure of customer experience? What other options are out therethat suit your business needs and capture the right feedback to drive insight?Complaints, compliments, suggestions: with so many voices and opinions, proveyou care by demonstrating you’re listening to and actioning every interactionHarness feedback from the most effective survey methods for satisfaction, loyaltyand retention decisions that fully reflect the voice of the customer
THEAGENDA
Jasmine Jenken, +44 203 479 2299 [email protected]
MORNING SESSIONS
Alexandra Wilson, +44 203 479 2299, [email protected]
4. NEW TECHNOLOGY & AI - PANEL DISCUSSIONRealistically Harness The Latest Technology & AI Advances To ImproveYour Customer Experience Strategy & Future Operations
Create meaningful change by implementing the right technology: what are thenewest tools and tech available and how can you practically integrate them intoexisting operations?Personalise new AI tools across social media, chat bots and voice tech to ensureyou don’t lose the human touch when automating processesHow does AI actually affect customer experience? Understand and prove its impacton the bottom line for senior leadership buy-in
Harness Data & Customer Feedback Measures To Prove ROI From ExcellentCustomer Experience For Continued Leadership Backing
Gain leadership buy-in with the right measurement techniques to prove the truecommercial value of great customer experienceEnsure everyone is on board with changing CX strategies by demonstrating ROI ofimprovements clearlyAct on feedback, data and insight to build a true picture of your customerexperience and its genuine impact
5. MEASURING ROI
THEAGENDA
Jasmine Jenken, +44 203 479 2299 [email protected]
MORNING SESSIONS
Alexandra Wilson, +44 203 479 2299, [email protected]
FACILITATED BREAKOUT DISCUSSIONSLead an informal discussion around one of our ‘hot topics' to meet like-
minded professionals and discuss the latest developments in your field ofinterest:
A) Personalisation
B) Retention & Loyalty C) Culture Change
D) Managing Social Media E) Complaints Resolution
F) B2B CX G) Vulnerability
Or - Suggest A Topic Of Your Choice!
THEAGENDA
Jasmine Jenken, +44 203 479 2299 [email protected]
MORNING SESSIONS
Alexandra Wilson, +44 203 479 2299, [email protected]
6.CUSTOMER JOURNEYS: DOUBLE PERSPECTIVEMaster Next-Level Customer Journey Mapping With Both Best-PracticeChecks & Innovative Strategies To Continually Improve Your End-To-EndExperiences
A) THE BASICSIt’s an essential! Get to grips with the basics of your journey mapping with best-practice techniques to engage the customer every step of the wayEffectively blend your journeys across online and offline for seamless transitionsacross all contact channels
AFTERNOON CHAIR
B) ADVANCEDInnovative mapping ideas to take your customer journeys to the next level whilstpreparing for the inevitable challenges when implementing new experiencesEnsure you’re mapping across all the customer touchpoints for integratedexperiences and journeys across multiple channels
THEAGENDA
Jasmine Jenken, +44 203 479 2299 [email protected]
MORNING SESSIONS
Alexandra Wilson, +44 203 479 2299, [email protected]
7. CUSTOMER EXPECTATIONS - PANEL DISCUSSIONTap Into The Latest Consumer Trends, Expectations & Behaviours ForMemorable & Meaningful Experiences That Meet Rising Wants & Needs
Stay one step ahead of the customer by understanding and delivering whattomorrows customers want – today!With the current social and economic climate, how are others keeping up withchanging demands and responsibilities to create a positive brand reputation?Personalisation, plastic-free, social media: effectively leverage the latest trendsand keep up with expectations for ultimate customer engagement both onlineand offlineUnderstand when enough is enough and stop bending over backwards for that 5*rating with unachievable customer expectations
8. DIGITALISATIONJump On The Current Channel Shift To Digital Whilst Retaining That All-Important Personal Touch For Exceptional Digital Journeys That Suit YourCustomers Needs
Innovate your digital strategy whilst balancing the need for human interaction forseamless transitions from offline to onlineManage the shift away from the contact centre and more traditional channels bytracking digital customers across the web and in app to reap the benefits thesenewer channels bringHow can you bring customers on board with your future digital journey withoutshoehorning them into a channel migration they don’t want?
THEAGENDA
Jasmine Jenken, +44 203 479 2299 [email protected]
MORNING SESSIONS
Alexandra Wilson, +44 203 479 2299, [email protected]
9. MULTI-CHANNEL INTEGRATIONEffectively Join Multiple Touchpoints Together With Holistic ChannelStrategies To Create Seamless Experiences Across All Customer Journeys
Create a holistic service with consistent messages across contact channels forincreased customer engagement in all interactionsDon’t lose sight of face-to-face! With various demographics of customer stillvaluing the personal touch, how can you balance the different contact channels forthe optimum multi-channel mix?Tap into multiple channels across contact centres, social media and in-store tobuild a holistic view of the customer experience you provide - and seekopportunities to improve it
10. CUSTOMER-LED SERVICE DESIGNConsistently Hit Customers’ Needs & Expectations With Accessible, Insight-Driven Service Design
Not one size fits all! Find the right channel for the right customer with insight-leddecisions for improved engagement across the boardEnsure your design caters to all: understand what is really needed for accessible,inclusive customer service and experience?What shiny new technologies are on the market to help improve your UX andcustomer service design that suit your business and budget?
POST-CONFERENCE WORKSHOP
Employee Experience For CX: Post-Conference Day 26th February 2020, Central London
NEW FOR 2019! We will be holding a Post-Conference Workshop Day, an opportunity toexplore some of the key Culture & Employee Experience topics in more depth and in amore intimate setting. Throughout the day we allow extra time for presenting, Q&A andnetworking.
Topics Include:
Customer-Focused CulturesEmployee EngagementLeadership Buy-In & ImplementationCustomer & Employee Experience
Organisational Design & RecruitmentMeasurementRewards & RetentionEmployee Insights To Drive CX
If you are interested in getting involved with this day, please do let me know as soon aspossible and I can send on more details.
Alexandra Wilson, +44 203 479 2299, [email protected]
WHAT NEXT?
To confirm you as a speaker, there are just a few quickdetails we'll need for marketing materials:
1. A photo of yourself2. The company logo3. Your name, job title and company (as you’d like them toappear)4. Your short biography - no more than half a side of A45. Your contact details - work telephone, mobile number andwork address (for our internal use only)
Alexandra Wilson, Conference ProducerGlobal Insight Conferences
[email protected]+44 (0)20 3479 2299
5THANNUAL