• How to convince the c-suite to buy into the position and show the business case in a modern customer-centric business • What does “putting the customer first” mean to your business? • Why companies should adopt the CCO role to champion the customer • What defines the role of a CCO today and how… Read more.Speaking
• Valuing and understanding the customer journey to create meaningful solutions • Create experiences that hold real value for the customer and internally focus the intent of the business • Proactive customer involvement and engagement drives satisfaction and advocacy • Create and emotional attachment through understanding and delivering more than just a product or service… Read more.Speaking
• One size does not fit all: identifying Operational Silos (Functions); Channel Silos (Interactions); Hierarchical Silos (Organization) • Unifying silos to build a company wide approach to customer experience • Integrating different departments to drive cross-functional data collection and analysis • Advanced cross-channel measurement practices to understand and influence multiple touch-points • Collaboration and consistency… Read more.
• Matching greater customer choice, knowledge, information and power to your CX and CS strategies • Your brand promise is determined by the customer’s experience and nothing else • Redefining your organisational structure to put the customer first • Who is really responsible for driving end-to-end customer experience in the organisation • Dealing with the… Read more.Speaking
• Fear of change: AI is the disrupter to all you thought you knew about customer experience • Making sense of the data you already have instead of worrying about how to capture it • Delivering a seamless customer experience: how AI will intuitively build and nurture the customer journey • How to move from… Read more.Speaking
Contact the team to find out about this thought leadership opportunity.
Discussion Group Stream A: B2B Customer Experience
• What does the B2B environment look like – the complexities of B2B • B2B v B2C: how do customers differ • Budgets, time frames, approval, project scope, expectations and relationships • How can you develop deep meaningful relationships without putting the customer at the forefront of your business?
• Noting the differences between B2B customer experience and customer success • Managing and defining critical relationships on a personal and business level • How to generate an emotional connection with the client and build rapport • Know their business and let them know yours
• Customer advocates are the new not-so secret weapon to gain competitive advantage • Referrals bring higher quality leads and references close deals • Customers want to deal with peers who are invested in their success • Listen to your advocates and enable them to convert nay-sayers
• Seamlessly combine your online and offline B2B customer experience • Your B2B also expect convenience, collaboration and customization • eCommerce is driving B2B sales – are you on board? • Reaching a new generation of B2B customers
Discussion Group Stream B: Organizational Structure
• Designing and starting customer experience transformation • Deciding which organizational structure will best serve your customer and your business • Is your company capable of responding to change – what to watch out for • The big question: will changing your organisational structure improve your customers’ experience?
• Getting operations, production, sales, marketing and customer services to work together • What to do with all the data? • How to exploit customer information across the organization to build a real competitive advantage • Leveraging company wide data and analysis to create value for customers
• Under-promising and over-delivering – aligning each touch point to influence the customer • Communicating the difference between customer service and customer experience to operational departments • Enmeshing brand value and corporate value systems to create an emotional connection • What can each department do to create value for my customer?
• The c-suite wants little involvement and are resistant to change. Where to now? • Handling business transformation: vision, governance, journey design, metrics and change-management • Is it better to drive change functionally or cross-functionally • Sequencing multiple customer journeys to match your business intention
Discussion Group Stream C: Customer Data & Metrics
• Response time and managing contact volume across various channel • Problem resolution and improving customer satisfaction • Did you give the customer what they wanted • How and where are your customers rating your service
• Identify the stakeholders and who is responsible for the data • Perform a needs assessment to inform you customer data strategy • Make sense of your data strategy options and align with business requirements • Get final buy-in from all stakeholders within the business to allow implementation
• Existing customers generate more revenue, require less resources and cost less to service than new customers; happy customer advocate your business • Maximising the goals of retention strategies • Getting value from data: formulate questions, generate hypothesis, gather data, analyse data, take action • Automating data and analytics to build insights and create action… Read more.
• Identifying the root cause of the problem • To an individual customer every interaction is personal • Rethinking customer data collection: getting more out of surveys, self-service, feedback forms, reviews and testimonials • Reporting and taking action at executive level
• Why you need a comprehensive digital strategy • Digital transformation is not governed by internal factors but by external customer expectation • Digital transformation is unstoppable: transform or perish • Digitisation has changed consumer behaviour for good • Integrated IT systems are the present not the future
• Taking a customer to repeat customer to lifelong advocate • Creating value from data and insights to deliver outstanding customer experience that builds loyalty • How one bad experience can lead to snowball effect – handling customer service disasters • Building a community that serves your customers and enables them to serve each other… Read more.