C R E A T I N G I N T E G R A T E D C U S T O M E R E X P E R I E N C E S

9TH OCTOBER & 10TH OCTOBERTHE WALDORF HILTON, LONDON

M E E T L I K E - M I N D E D C O L L E A G U E S

CXForum is the place for decision makers from the fields of Customer Experience, Customer Insight, Market Research, Marketing & Sales, Touchpoint Management, Quality & Service Management, IT Management, Customer Intelligence Analysts, Loyalty Management

CXFORUM2018

CXDRIVING ENTERPRISE

CREATED AND HOSTED BY

WELCOME TO CXFORUM 2018 CREATING INTEGRATED CUSTOMER EXPERIENCES Enterprise CX means driving customer centricity throughout the business and establishing a continuous improvement process.

At our 4th CXForum in London, a leading customer experience conference, experts from industry and business will present methods for the collection of data and discuss the organisational requirements for effective action. Only those who create the right framework in the company can successfully implement their CX strategy in order to meet the increasingly complex requirements of customers, generate positive experiences, and secure the economic success of the company in the long term. Based on best practices you will learn how to:• Engage employees and excite stakeholders to differentiate your business with a superior, holistic CX.• Use the latest technologies to evaluate customer experiences, even if you do not receive feedback.• Design, create and connect the digital and offline customer journey in order to drive passionate customer enthusiasm at all touchpoints.• Establish a customer-centric company and actively involve all employees.• Design and implement a closed-loop VoC system that is aligned with your goals.• Demonstrate the ROI of CX to achieve support for the CX programme within the company.

We look forward to seeing you!Yours sincerely

Stephan ThunCEO International

LOOK FORWARD TO • DISCOVER CURRENT CX TRENDS IN TWO DAYS

• INSPIRING PRESENTATIONS – FROM MOTIVATIONAL KEYNOTE TO PRACTICE ORIENTED BEST CASES

• MORE THAN 150 DELEGATES FROM DIFFERENT INDUSTRIES

• EXTENSIVE NETWORKING OPPORTUNITIES

CXFORUM2018

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

TOPICS

• CX-GOVERNANCE. Who is responsible for CX and how do you ensure that all activities pursue a common goal? Discover how CX governance can help you overcome the structural barriers to success. We show you how to best organise the responsibilities for CX, what to consider when defining your goals and how to develop an efficient measurement system that maps the complete journey of your customers.

• CX ROI - MEASURING SUCCESS. Learn how to demonstrate the impact of your CX programme on your business success. Discover the relationship between individual CX activities, sales and investments. Find out which CX metrics you should rely on and which customer groups will benefit most from increased satisfaction.

• TRANSFORMING CUSTOMER FEEDBACK INTO CX MEASURES. Successful companies are characterised by the fact that they quickly adapt their CX activities to the needs of their customers. Discover how to continuously listen to the customer‘s voice and make the necessary changes that make a real difference. • UNFORGETTABLE MULTI-CHANNEL EXPERIENCES IN THE DIGITAL WORLD. With the growing expectation of getting unlimited access to information, sharing feedback and communicating with brands through different digital channels, it‘s not always easy to keep track. Learn how to inspire, measure and control customer enthusiasm at every digital touch point. • EMPLOYEE ENGAGEMENT - BUILDING A CUSTOMER-CENTRIC CORPORATE CULTURE. You can only create exceptional customer experiences if you take your employees with you. We present the latest methods for you to use the potential of your employees. Learn how to get your employees excited about CX and how to measurably increase customer satisfaction and retention.

• AVANT-GARDE TECHNOLOGY & INNOVATIONS. Learn how artificial intelligence, automation and predictive analytics can be successfully applied to your CX strategy. Discover what other exciting inno- vations can be expected in the near future.

CXFORUM2018

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

CXFORUM2018

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

7:00 PM Welcome Drinks & Networking (open to all delegates) Balls Brothers, 73 Shoe Lane, London EC4A 3BQ

WORKSHOPS TUESDAY, 9TH OCTOBER 1:00 - 1:30 PM Registration & Networking Lunch

Workshop 1 (With pre-registration) What is Expected from a CX Manager? With experienced CX practitioners and CX enthusiasts, we will work out which tasks CX managers have today and what demands are placed on them in the future. Carol McCreadie, MaritzCX,Client Services Director

Workshop 2 (With pre-registration) The Art of Successful Survey DesignBest practices around the development of sur-veys in order to achieve a higher feedback and completion rate. Karel Mette, MaritzCX,Creative Director Europe

Workshop 3 (With pre-registration) Reaching a Wireless Audience Through Digital Engagement ChannelsIn the era of conversati-onal messaging, custo-mer experience needs to go beyond traditional messaging channels. Tyler Skillen, IMImobile, Director BusinessDevelopment & Matt Hooper, IMImobile, SVP Global Marketing & Alliances

4:00 - 6:00 PM Workshop 4 (With pre-registration) Customer Journey Mapping – Integrating the Customer´s Perspective Into Your CX StrategyLearn insights how to generate a deep understanding of the customer journey. Derek Eccleston, MaritzCX,CX Consultant

Workshop 5 (With pre-registration) Establishing a Next Gen CX Programme with Video LivingLens will share with you how to bring your CX programmes to life with video. Carl Wong, LivingLens, CEO & Sophie Goddard, LivingLens, Business Development Director

1:30 - 3:30 PM

Workshop 6 (With pre-registration) Linking Operational With Customer Feed-back to Improve the Customer ExperienceLearn how to create a real time view during key customer interactions. Charles Adriaenssens, Splunk, EMEA Practics Lead, Business Analytics + ML

3:30 - 4:00 PM Coffee Break

AGENDA WEDNESDAY, 10TH OCTOBER 8:30 AM Registration & Breakfast

9:00 AM Opening Address Stephan Thun, CEO International MaritzCX

9:20 AM Expert Insights: Trends & Barriers in Customer Experience Chris Travell, Director of Insights, MaritzCX & Oliver Kipp, CCO Europe, MaritzCX

9:55 AM Best Practice: Driving CX With True Customer Insights at Allianz Ingrid Wakefield, Head of Customer and Market Insight, Allianz UK

10:30 AM Expert Insights: Highlights and Learnings from Joint Industry CX Benchmarking 2018 study Stan Swinton, Principal, Bain & Company Jeremy Griffiths, Director of Insights, MaritzCX

11:15 AM Coffee Break

11:45 AM Best Practice: Building a World-Class Close the Loop Program Hamish Wood, Senior Customer Experience and Insight Partner, Spark New Zealand

12:20 PM Expert Insights: Understanding the Risk Associated with Using Social Media and Influencing Opportunities Through an Effective Social Media Strategy Belton Flournoy, Associate Director, Protiviti

12:55 PM Networking Lunch + Ask the Experts

2:30 PM Best Practice: Design and Implement a Global VoC Programme at DSV Anders Normann, Commercial Director, DSV

3:05 PM Expert Insights: Take a Walk on the Wild Side Dr Janne Ohtonen, Principal Consultant, Ember Group

3:40 PM Best Practice: Leveraging Customer Feedback to Prioritise Improvements to the Customer Experience at BA Mark Gubbins, Business Performance & Insight Manager, British Airways

4:15 PM Closing Mike Sinoway, CEO Global, MaritzCX

4:30 PM Networking Drinks

CXFORUM2018

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

REGISTRATION

Be part of one of the most comprehensive Customer Experience conferences in the UK and register atwww.cxforum.co.uk. As the number of delegates is limited, we kindly ask you to register in a timely manner. We double checkeach registration carefully in chronological order and will send you a confirmation email shortly afterwards.

WWW.CXFORUM.CO.UK

CXFORUM2018

Standard Ticket

(from 01/09/2018)

Conference£219 + VAT

Conference + Workshop

£269 + VAT

DRIVING ENTERPRISE CX

OUR PARTNERS LivingLens is the leading video intelligence platorm enabling the capture and analysis of video responses from within XC programmes. Unlock the insight in your customers‘ stories, understand the ‘Y data’ behind the behaviour, get to deeper diagnostics and inspire customer centric decisions within your organization. www.livinglens.tv IMImobile is a cloud communications software and solutions provider that enables companies to use mobile and digital technologies to automate customer journeys and processes across the business to improve CX. Enterprise clients like BT, Centrica, O2, and Pizza Hut, can engage customers with personalised communica-tions, orchestrate these across business system, and harness AI-powered automation. www.imimobile.com

TESTIMONIALS 2017 FROM LONDON AND FRANKFURT

CXFORUM2018

“I’m here because I love to be amongst other CX professionals to share my story and get feedback on what we are doing.” Virgin Galactic

“The mix of topics and speakers was very well chosen. The event was once again very inspiring.” Daikin

“With the issues we are facing it’s really nice to see we are not alone and these things are endemic

across other industries. It’s so good to learn how others overcome them!” HSBC

“Customer journey mapping done this way is something I will be taking back to management to see how we can embed this into our process at JCB.” JCB

ANY FURTHER QUESTIONS?

Email us at uk@maritzcx.com or call us at +49 40 369 833 21 if you have any further questions to this event.

“We are shaping the future of what this discipline looks like at conferences like these. As peers in the industry, we need to work together to define what best practice is to get a seat at the table with executives and the board.“ Bain & Company

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK