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


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


THEAGENDA


MORNING SESSIONS


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


MORNING SESSIONS


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


MORNING SESSIONS


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


MORNING SESSIONS


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


MORNING SESSIONS


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


MORNING SESSIONS


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.


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

CONFERENCE...3. Customer Feedback 4. New Technology & AI 5. Measuring ROI 6. Customer Journeys - A &...

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