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Explore New CX Strategies For A New Reality With The Latest Case Studies From 31 In-House CX Directors! Book Today & Save £395 With Code 'MAY' | Limited Availability

A One-Day, Brand-Led Conference & Networking Event, 25th May 2021, Virtually. Follow Us @CXConf

08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks 

Ravindra Rao, Senior Director Customer & Supplier Experience, Mondelēz International

CHANGING BEHAVIOURS & EXPECTATIONS | Panel Discussion & Q&A

09.10 What Do Customers Really Want Now? Tap Into The Latest Changes In Customer Behaviours, Trends & Habits To Consistently Exceed Expectations 

  • It only takes 66 days to form a habit: after COVID-19, what are customers’ priorities and how can your business adapt to meet ever-changing
    expectations?
  • From Gen Z to over-75s, customers are becoming more demanding, how can you ensure you are using the right strategies to target your entire
    customer base?
  • Is online shopping here to stay or are they craving the in-store experience? Keep pace with different customer expectations and trends to deliver
    extraordinary, pain-free experiences

Rebecca Kemp, Head of Customer Journey, Citizens Advice

Charlotte May, Group Head of Customer Research, Legal & General

OUR JOURNEY TO DIGITAL | Double Perspective

09.40 Real-Life Experience: As COVID-19 Forced Accelerated Digital Transformation, What Were The Challenges & Successes & What Have We Integrated Into Future Business?

  • When technology was our only option, how did we accelerate our digital strategies to deliver the highest standard of customer experience, and which are we building into the future?
  • Make the virtual more human! Communicate your organisational values and provide individual, personalised customer experiences over the
    screen
  • Not every customer is online, how can you create a blended strategy which is flexible and accommodates offline consumers to avoid disconnection and alienation?

09.40

Jonathan Brierley, Head of Digital, Design & Experience, Coutts


10.00

Diane Baynham, Head of Service Design, NHSX

 

 

Adnan Riaz, NHS 111 Programme Lead, NHS Digital

10.15 Bonus Session Reserved For Cowry Consulting

Making Collections As Human As Humanly Possible: The Science Behind Exceptional Experiences

  • Learn how nudge theory can be used to help customers pay bills on time
  • Understand how the use of the right language can help customers manage late bill payments
  • See how the design of your communications can lead to positive behaviour change

Jez Groom, Founder & CEO, Cowry Consulting

10.30 Morning Refreshment Break With Informal Networking

11.20 Informal Breakout Discussions

A) Personalisation

Claudia Adreani, Director of Customer Excellence, Boehringer Ingelheim

B) CX On A Budget

Cheryl Anderson, Head of Customer Engagement, Tata Steel Europe

C) How Can CX Drive Continuous Improvement?

Alison Lawrie, Head of Customer Experience, AkzoNobel

D) Negative CX & Complaints

E) Digitalising Your Physical CX

Ian Copley, Director of Operations, Holiday Extras

F) Vulnerability & Accessibility

Kerri Ricketts, Head of Customer Experience, Govia Thameslink Railway

How Omnichannel, AI & Automation Are Positively Impacting The Contact Centre & Driving CX

How Omnichannel, AI & Automation Are Positively Impacting The Contact Centre & Driving CX

Automation and AI are transforming contact centres and customer interactions. Richard will explain the CX Index and look at examples of global and UK brands who are winning on customer experience. He will explore the cultural changes needed to sustain the benefits that automation can bring, including reduced costs and improving experience for both customers and employees.

Richard Farrell, Chief Innovation Officer, Netcall

VOICE OF THE CUSTOMER TODAY

11.40 The Voice Of The Customer Has Never Been Louder: Make Sure You Are Tuning In, Measuring & Embedding Consumer Feedback In Your Strategy 

  • How do you tangibly understand the quality of your customer relationships, trust levels and perception of your brand?
  • Aside from NPS, what other methods are effective in capturing and measuring customer feedback to make your customers feel listened to and valued?
  • Learn from your mistakes! Perfect your complaints culture and use feedback, both positive and negative, to drive continuous improvement and gold-standard customer experience

Michael Sherwood, Head of Customer Experience, Atom Bank

ENGAGING EMPLOYEES | Panel Discussion & Q&A

12.00 Ingrain Customer-Centricity Within Your Internal Culture For Gold-Standard CX Strategies To Drive Long-Term Business Performance 

  • Customer and employee experience – two sides of the same coin! From front-line workers to C-suite, how can you engage employees and cement the importance of the customer throughout?
  • Customer experience begins with recruitment: how can you train your employees to ensure they live and breathe excellent customer relations from their first day?
  • Ensure employees feel valued, listened to and supported to deliver successful, personalised services which ensure the human touch

Philippa Thomas, Customer Experience Director, L'Oréal

Gregory Henwood, Best For Customer Director, Direct Line Group

Cheryl Anderson, Head of Customer Engagement, Tata Steel Europe

Louise Evans, Head of Customer Experience, UCAS

12.30 Lunch For Delegates, Speakers & Partner

13.15 Afternoon Co-Chairs’ Remarks

Annette Hickey, VP Customer Solutions EMEA, PayPal

Clare Naunton, Programme Director Customer & Stakeholder Experience, National Grid

13.25 Bonus Session Reserved For Exclusive Partner

Thomas Rødseth, CTO, Puzzel

NEXT-LEVEL CUSTOMER JOURNEYS

13.40 Build Effective Customer Journey Frameworks & Step-By-Step Guides On Delivering Seamless Multi-Channel Experiences 

  • Take a walk in their shoes: understand how customers interact with your business today to create next-level experiences from offline to online channels
  • Facebook Messenger, WhatsApp, apps, websites, blogs… tap into the latest trends in virtual customer experience to achieve the optimum multi-channel mix which fits your business’ needs and drives personalised experiences
  • Explore the best tools and technologies to understand and map your customer journeys and touchpoints to perfect smooth omni-channel journeys

Rachel Thorogood, Head of CRM Planning, William Hill

TRUST, LOYALTY & REPUTATION

14.00 Build Trust & A Robust Brand Reputation To Retain Your Customer Base, Connect Emotionally & Ensure High Retention Rates Even Through Uncertainty

  • Strengthen reputation and rebuild rapport with your customers to make them feel connected with your organisation – and happy to return!
  • Novel methods to reward customer loyalty and encourage repeat business to boost bottom-line results and generate ROI
  • But what does your brand stand for? Ensure your business values align with your customers to boost brand reputation and long-term customer affiliation

AUTOMATED BUT NOT ROBOTIC

14.20 Automated But Not Robotic; 5 Bot Building Tips That Increase Efficiency & Make Your Customers Happier

The last year has propelled consumers around the world to work remotely, shop online, and connect virtually. The shift to all-digital is here. Brands too had to adapt quickly to the changing environment and soon realized that they could not always meet demand. As consumer expectations grew, brands leaned more heavily into the ease and convenience of automation, leveraging AI to meet these rising demands.

Join us as we dive into:

  • What has changed - why automation and why now?
  • How to build automation without losing the human touch.
  • The 5 building blocks of automation that will delight both your agents and customers.

Ido Bornstein-HaCohen, CEO, Conversocial

ACTIONING CUSTOMER INSIGHTS

14.35 Harness Customer Research, Analytics & Data For Actionable Insights Which Drive Customer-Centric Experiences & Boost Bottom-Line Results 

  • What are the most effective data strategies to combine insights across multiple channels and build the most accurate snapshot of your customer base and match their needs?
  • It has never been more important to know your customer, ensure data insights are tied to real business objectives to drive customer-centricity from the board room to contact centres
  • Keep checking in! Once you have actioned insight-led decisions, ensure they continue to land in the right way – and know when to make further improvements

Elisabeth Fennell-Connell, Head of Customer Service, Moonpig

AUTOMATION & TECHNOLOGY

15.00 Best-Practice, Real-Life Examples Of How To Win Executive Buy-In, Implement Automated Tools & See Bottom-Line Business Improvement 

  • Chatbots, virtual assistants, apps, machine learning, automation: what are the most effective technologies to ensure your customers get what they want when they need it?
  • When budgets are tight, what are the best cost-effective tech and tools to improve customer experience but not lose the personal, human element
  • Tie new tools to business success! Demonstrate the business and customer impact of your tech and secure leadership buy in

Simon Rennie, Head of Digital For Rolling Stock & Customer Services, Siemens Mobility

15.20 Afternoon Refreshment Break With Informal Networking

MEASURING ROI

15.50 Utilise The Latest Measurement Techniques To Prove The True Value Of Your Customer Strategies & Win Long-Term Executive Buy-In

  • Tactics to measure the immeasurable and translate customer journey into pounds and pence
  • It has never been more important to gain leadership buy-in, how can you deliver your metrics in easy-to-digest reports to win executive investment
  • Do more with less! When budgets are tight, effectively measure the success of your CX strategy to ensure revenue is being focussed in the right areas

KHOROS & SAMSUNG BONUS SESSION

16.10 Pushing Boundaries: How Samsung Electronics Benelux is Enhancing Customer Experience Through Automation & Optimisation

Samsung Benelux is now empowered like never before to truly connect with customers on a personal level, and they are having more customer conversations with fewer agents. Join Samsung Electronics Benelux and Khoros in conversation as they explore how Samsung Electronics customer support lowered their call centre costs by 25%, increased the number of messages answered by 20%, and increased NPS by 50+ points with Facebook Messenger.

Ruben Lowenstein, Manager Customer Care, Samsung Electronics Benelux

Gijs de Nieuwegiessen, VP of Automation, Khoros

THE FUTURE OF CX | Panel Discussion & Q&A

16.30 Cement The Strategic Role Of CX & Customer Service To Prepare Your Business For The Unknown & Deliver The CX Trends & Innovations For 2021 & Beyond

  • Keep your finger on the pulse! Review which innovative customer strategies will endure into 2021 and which will be left behind
  • As we move into the ‘new normal’, what do we need to do to position CX at the centre of strategy and power business and commercial success?
  • Can we prepare for the unknown? Practical advice to mitigate risk and build flexible CX strategies which can adapt to an uncertain future

Solomon Rose, Head of Customer Experience - Sales, Strategy & Support, Sky

Stanford Swinton, Vice President of Global Care & Customer Experience, Deliveroo

Rob Sterry, Experience Design Director, Foolproof

Linzi Hindle, Head of Customer Experience, DHL Supply Chain

Damian Coulton, Head of Customer Service, SSE Business Energy

Jaime Scott, CEO & Founder, EvaluAgent

17.00 Afternoon Co-Chairs’ Closing Remarks & Close Of Conference

Take A Look At Our Upcoming Sister Conferences Below:

Actionable Customer Insights & High-Impact, Proven Technologies For Stand-Out Customer Experience Strategies & Journeys Which Deliver Real Results In Financial Services: Integrate The Latest Tech Advances & Measurement Techniques, Embed Customer-Centricity, Innovate Customer Journey Strategies & Fuel Customer Engagement Through Actionable Data & Behaviour-Led Insights To Skyrocket Customer Experience Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX.
A One-Day Conference & Networking Event, 24th June 2021

Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation

A One-Day, Brand-Led Conference & Networking Event, 23rd June 2021, Grand Connaught Rooms, Central London.