CCO ANZ Hybrid Series - July Edition 2022
Creating and Navigating the Organisation Mindset Destined for a Better Customer Experience
Hosted by Factor
- 500 attendees
- 27000 hours
Overview
It is now more important than ever to make it easier for both customers and employees to get what they need, when they need it and embed intelligence into every interaction to create a path to better experiences that break down silos and unlock productivity. This needs to be done across the whole organisation, In this series we cover:
• Transitioning from CX focused frontline teams to a more CX focused management
• Create a customer focused mindset across the board by bridging the gap between HR and CX
• Embracing a rapid testing and evaluation mindset: Constant Utilisation of data to assess CX growth
• Supporting the company wide mindset by setting clear milestones and targets for CX teams
What we will cover
- CX Workflows Effective methods and strategies to optimise operations and workflows
- Challenges in CX management Proven use cases and transformation journeys undergone through COVID-19 pandemic
- Moving Forward The 'aha' moments and what to consider moving forward
- End-to-end Strategies Exploring the technologies and implementations currently in place in leading organisations and the outcomes thus far
Agenda
- Registration & Coffee(Plenary)
- Welcome Note(Plenary)
- Though Leadership: Combining quantitative and qualitative data for comprehensive understanding to perfect your digital experience. - Fullstory(Plenary) Creating amazing digital experiences is the next crucial path in competing for customer delight—and, ultimately, sales. Every user has a story, and old, tag-based analytics tools only give you a tiny slice of that story. As memory and compute costs go down, brands should demand more insights and perfect recall of the critical moments in every user's story—eliminating guesswork so you know exactly how to deliver the most perfect digital experience.
- Keynote: Transitioning to a CX Focused Management(Plenary) It is now more important than ever to transition from CX focused frontline teams to a more CX focused management. In this session we lear to: CX Strategies and management practices How to best use AI to help grow and build your organisation How to onboard board members in CX
- Thought Leadership: Building Resilience and Sustainability in Supply Chains(Plenary) For many supply chain leaders, the focus goes behind efficiency and cost control to support growth and build agile, resilient enterprises.
- Keynote: Creating a customer focused mindset(Plenary) Create a customer focused mindset across the board by bridging the gap between HR and CX Adapting the tradition tasks of hiring, training and work-life-balance to embrace a CX direction. The importance of CX even in Non-customer facing roles. Creating a customer targeting development program
- Morning Tea(Plenary)
- Thought Leadership: How to Deliver Better Customer Experience(Plenary) Here we cover all aspects of creating the best CX experience, from customer service skills, touch-points, customer interactions, customer service strategies and many more.
- Keynote: Embracing a rapid testing and evaluation mindset(Plenary) The constant utilisation of data to assess CX growth. In this keynote we learn: Exceed expectations by proactively identifying opportunities for improvement Collecting data to meet consumer expectations and personalised communications Creating detailed reporting plans and KPI's
- Thought Leadership: Embracing Digital Strategies to Propel Growth(Plenary) Tackle all angles on your organisations online presence and focus on what improvements can be made with the direct objective of achieving business growth.
- Lunch Break(Plenary)
- Keynote: Supporting the Company Wide Mindset(Plenary) For Maximum CX we need to all come together, in this talk we hear about: setting clear milestones and targets for CX teams The experiences employees want and that customers expect How to safely scale up quickly
- Panel: Creating and Navigating the Organisation Mindset(Plenary) In this panel we discuss: The troubles CX leaders are faced with, against other leaders in the organisation How to create the best mindset Futures of CX
- Keynote: Design Thinking for Hyper-Personalisation to Dominate over your Competitors(Plenary) In this keynote we cover: How to turn consumers into brand advocates Integrating personalisation to the user journey and end-to-end customer experience Customer journey roadmap: from touch-points to journey
Speakers
Nadia Adelstein · Portfolio Manager, Factor A branding & events expert, with 10+ years experience in exponential marketing, Nadia thrives on bringing stories to life through creativity. Working overseas for 12 years on both agency and brand side, she has a unique approach to business strategy.
Partners
- FullStory FullStory’s digital experience intelligence solution empowers businesses to continuously improve the digital customer experience across sites and apps. At the core of FullStory is a powerful analytics engine that connects digital interactions to the metrics that matter most to businesses. FullStory proactively surfaces top opportunities to optimize digital experience, enabling teams to understand issues, prioritize fixes, remediate bugs, and measure the impact of those changes. With FullStory, product, engineering, and UX teams can align around the customer, break down internal information silos, and achieve company objectives together—faster. The end result? A digital experience customers love.
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