Registration, Coffee & Networking in the Exhibition Area
October 9 | 08:20 - 08:50
Chief Customer Officer, Europe
Conference Day
October 9th
October 9th
08:20
08:50
Chair’s Opening Remarks
Chair’s Opening Remarks
October 9 | 08:50 - 09:00
Speaking:
09:00
Keynote Presentation - Defining The Path Of The Next Generation Chief Customer Officer
- Convincing the c-suite to buy into the position and showing 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?
Speaking:
Keynote Presentation - Defining The Path Of The Next Generation Chief Customer Officer
October 9 | 09:00 - 09:20
- Convincing the c-suite to buy into the position and showing 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?
Speaking:
09:20
Keynote Presentation - Finding The Right Digital Balance In B2B Customer Experience
- Transforming B2B Organisations to improve digital experience
- Address the root causes of customer dissatisfaction to enable digital interaction
- Create tracks to manage variability
Speaking:
Keynote Presentation - Finding The Right Digital Balance In B2B Customer Experience
October 9 | 09:20 - 09:40
- Transforming B2B Organisations to improve digital experience
- Address the root causes of customer dissatisfaction to enable digital interaction
- Create tracks to manage variability
Speaking:
09:40
Keynote Presentation - The Future of Customer Experience Management – Digitizing the Entire Customer Journey
- Digital transformation and its impact on customer experience
- How digital drives your organization
- What does the voice of the customer look like in the future of digital business?
Speaking:
Keynote Presentation - The Future of Customer Experience Management – Digitizing the Entire Customer Journey
October 9 | 09:40 - 10:00
- Digital transformation and its impact on customer experience
- How digital drives your organization
- What does the voice of the customer look like in the future of digital business?
Speaking:
10:00
Morning Coffee & Networking in the Exhibition Area
Morning Coffee & Networking in the Exhibition Area
October 9 | 10:00 - 10:30
Speaking:
10:30
Keynote Presentation - How Delivery Hero Leverages NPS to Improve its Customer Experience
Speaking:
Keynote Presentation - How Delivery Hero Leverages NPS to Improve its Customer Experience
October 9 | 10:30 - 10:50
Speaking:
10:50
Keynote Presentation - Managing the Customer Experience in a Long Duration/ High Intensity Customer Relationship
- Lifetime customer value from the retirement housing sector perceptive
- A closer look at the an industry where the relationship can last for many years and involve daily, sometimes intimate contact
- Managing a relationship that spans generations and is fundamental to quality of life
Speaking:
Keynote Presentation - Managing the Customer Experience in a Long Duration/ High Intensity Customer Relationship
October 9 | 10:50 - 11:10
- Lifetime customer value from the retirement housing sector perceptive
- A closer look at the an industry where the relationship can last for many years and involve daily, sometimes intimate contact
- Managing a relationship that spans generations and is fundamental to quality of life
Speaking:
11:10
Great CX is Getting Complicated. Does AI Hold the Secret to Success?
Speaking:
Great CX is Getting Complicated. Does AI Hold the Secret to Success?
October 9 | 11:10 - 11:40
Speaking:
11:40
Keynote Presentation - Engaging Employees to Cultivate a Strong Customer Culture and Ensure Outstanding Customer Experience
- Building customers’ needs in the core of employees’ DNA
- Creating a “WOW” effect in your service delivery
- Linking employee motivation with the organisation’s customer experience delivery
Speaking:
Keynote Presentation - Engaging Employees to Cultivate a Strong Customer Culture and Ensure Outstanding Customer Experience
October 9 | 11:40 - 12:00
- Building customers’ needs in the core of employees’ DNA
- Creating a “WOW” effect in your service delivery
- Linking employee motivation with the organisation’s customer experience delivery
Speaking:
12:00
Lunch & Networking in the Exhibition Area
Lunch & Networking in the Exhibition Area
October 9 | 12:00 - 13:00
Speaking:
Discussion Group A - B2B Customer Experience
1:00
1A: Mapping And Enhancing The B2B Customer Journey
- What does the B2B environment look like – the complexities of B2B
- How do you balance dual priorities of customer experience and operational excellence to stay competitive and achieve goals?
- B2B v B2C: how do customers differ?
Speaking:
1A: Mapping And Enhancing The B2B Customer Journey
October 9 | 13:00 - 13:30
- What does the B2B environment look like – the complexities of B2B
- How do you balance dual priorities of customer experience and operational excellence to stay competitive and achieve goals?
- B2B v B2C: how do customers differ?
Speaking:
Discussion Group C - Customer Feedback
1:00
1C: Utilising Customer Feedback to Measure and Improve Customer Experience
- How to use customer feedback to improve performance
- Taking actions based on customer feedback and designing a CX strategy around it
- Get final buy-in from all stakeholders within the business to allow implementation
Speaking:
1C: Utilising Customer Feedback to Measure and Improve Customer Experience
October 9 | 13:00 - 13:30
- How to use customer feedback to improve performance
- Taking actions based on customer feedback and designing a CX strategy around it
- Get final buy-in from all stakeholders within the business to allow implementation
Speaking:
Discussion Group A - B2B Customer Experience
1:30
2A: Putting The Customer First: B2B Success And Experience Initiatives
- 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 with them and their clients
Speaking:
2A: Putting The Customer First: B2B Success And Experience Initiatives
October 9 | 13:30 - 14:00
- 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 with them and their clients
Speaking:
Discussion Group B - Organisational Structure
1:30
1B: How To Create A Customer Obsessed Ethos Throughout Your Organisation?
- Designing and starting customer experience transformation
- Deciding which organisational structure will best serve your customer and your business
- The big question: will changing your organisational structure improve your customers’ experience?
Speaking:
1B: How To Create A Customer Obsessed Ethos Throughout Your Organisation?
October 9 | 13:30 - 14:00
- Designing and starting customer experience transformation
- Deciding which organisational structure will best serve your customer and your business
- The big question: will changing your organisational structure improve your customers’ experience?
Speaking:
Discussion Group B - Organisational Structure
1:30
2B: Breaking Down Corporate Silos
- Getting operations, production, sales, marketing and customer services to work together
- Creating CX champion across the value chain
- Foster a learning culture to strengthen product knowledge and derive empathy from employees to customers
Speaking:
2B: Breaking Down Corporate Silos
October 9 | 13:30 - 14:00
- Getting operations, production, sales, marketing and customer services to work together
- Creating CX champion across the value chain
- Foster a learning culture to strengthen product knowledge and derive empathy from employees to customers
Speaking:
Discussion Group C - Customer Feedback
1:30
2C: Creating A Customer Feedback Loop That Has Real Meaning To Both Customer And Business
- Identifying the root cause of the problem
- Rethinking customer data collection: getting more out of surveys, self-service, feedback forms, reviews and testimonials
- Reporting and taking action at executive level
Speaking:
2C: Creating A Customer Feedback Loop That Has Real Meaning To Both Customer And Business
October 9 | 13:30 - 14:00
- Identifying the root cause of the problem
- Rethinking customer data collection: getting more out of surveys, self-service, feedback forms, reviews and testimonials
- Reporting and taking action at executive level
Speaking:
Discussion Group A - B2B Customer Experience
2:00
3A: How To Design The Perfect Customer Journey Mapping?
- Success and experience initiatives
- What are Common challenges of journey mapping?
- Involving the customer in the process
Speaking:
3A: How To Design The Perfect Customer Journey Mapping?
October 9 | 14:00 - 14:30
- Success and experience initiatives
- What are Common challenges of journey mapping?
- Involving the customer in the process
Speaking:
Discussion Group B - Organisational Structure
2:00
3B Employee Engagement – Developing The Right Team To Meet Your Customer Experience Objectives
- Recruitment, training and talent development
- Aligning people, process and performance to drive customer success and satisfaction
- The future of customer experience is establishing a long-lasting emotive and personal connection with customers
Speaking:
3B Employee Engagement – Developing The Right Team To Meet Your Customer Experience Objectives
October 9 | 14:00 - 14:30
- Recruitment, training and talent development
- Aligning people, process and performance to drive customer success and satisfaction
- The future of customer experience is establishing a long-lasting emotive and personal connection with customers
Speaking:
Discussion Group C - Customer Feedback
2:10
3C: Mastering the Digital Advantage in Transforming Customer Experience
- Why you need a comprehensive digital strategy
- Digital transformation is not governed by internal factors but by external customer expectation
- Integrated IT systems are the present not the future
Speaking:
3C: Mastering the Digital Advantage in Transforming Customer Experience
October 9 | 14:10 - 14:30
- Why you need a comprehensive digital strategy
- Digital transformation is not governed by internal factors but by external customer expectation
- Integrated IT systems are the present not the future
Speaking:
2:30
Comfort Break
Comfort Break
October 9 | 14:30 - 14:45
Speaking:
2:45
Conversocial Panel Discussion
Conversocial Panel Discussion
October 9 | 14:45 - 15:15
Speaking:
3:15
Keynote Presentation - Closing the Gap Between Customer Experience Investment and Measurable Revenue Growth
- Keeping up with forever evolving customer demands and understanding it effect on your bottom line
- Understanding the correlation between an improved customer experience and business results and profitability
- Accessing funding for customer experience transformation – how to present your business case?
Speaking:
Keynote Presentation - Closing the Gap Between Customer Experience Investment and Measurable Revenue Growth
October 9 | 15:15 - 15:55
- Keeping up with forever evolving customer demands and understanding it effect on your bottom line
- Understanding the correlation between an improved customer experience and business results and profitability
- Accessing funding for customer experience transformation – how to present your business case?
Speaking:
3:35
Afternoon Tea & Networking in the Exhibition Area
Afternoon Tea & Networking in the Exhibition Area
October 9 | 15:35 - 15:55
Speaking:
3:55
Panel Discussion – Driving Service And Product Innovation Through Co-Creation
- How can brands and customers work together for an improved products and excellent service?
- Learning from the customer via multi-channel engagements
- Leveraging technology for surveys, testing, focus groups and prototype/beta-testing
Speaking:
Panel Discussion – Driving Service And Product Innovation Through Co-Creation
October 9 | 15:55 - 16:25
- How can brands and customers work together for an improved products and excellent service?
- Learning from the customer via multi-channel engagements
- Leveraging technology for surveys, testing, focus groups and prototype/beta-testing
Speaking:
4:25
Chair’s Closing Remarks
Chair’s Closing Remarks
October 9 | 16:25 - 16:30
Speaking:
4:30
CCO Europe Drinks Reception & Networking in the Exhibition Area
CCO Europe Drinks Reception & Networking in the Exhibition Area
October 9 | 16:30 - 17:30