CCO ANZ Hybrid Series - October Edition 2022
Measuring and Demonstrating Results in CX
Q Events
Hosted by Factor
- 500 attendees
- 15 hours
Overview
Many organisations are adept at measuring transactions and discrete events. Customer emotions and behaviour are harder to measure. Measuring the impact of the CCO in ultimate terms of revenue and profit is a challenge. This difficulty in measurement is perhaps the single, greatest reason for the CCO’s role being the most fragile in the c-suite. CCOs also tend to struggle with self-advocacy.
During this edition we cover:
• Striking a balance between overhyping achievements and acknowledging real success stories.
• Creating allies across the board to agree on a measured success, profit and customer loyalty.
• Effectively communicating and market the value of customer-centric change to the board for further support and adoption.
What we will cover
- Voice of Customer Evolution of VoC Across The Business
- Touchpoints CX Strategies For Customer Touchpoints
- The New CX Customer Engagement Transformation
- Customer-Centricity How To Build Customer-Centricity
Agenda
- Registration & Coffee(Plenary)
- Welcome Note:(Plenary)
- Thought Leadership: How a Customer Data Platform can Drive ROI(Plenary) How to Connect with data so you can connect with your customers: Help you build robust customer data profiles Create truly personalized experiences to deliver on a never-ending cycle of better insights and customer trust Increase return on your investments with patented visitor stitching capabilities.
- Keynote: Acknowledging Success Stories.(Plenary) Striking a balance between overhyping achievements and acknowledging real success stories. How to fail intelligently When to fake it until you make it 3 real life success stories
- 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 Success, Profit and Customer Loyalty.(Plenary) Creating allies across the board to agree on a measured success, profit and customer loyalty: A comprehensive view of customers by leveraging data from different points within the customer’s journey Tracking structured and unstructured data to gain customer insights Predicting future enrolment behaviours and provide a customised customer experience
- 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: Evolution of Innovation Marketing(Plenary) In this session, delegates will learn: How to future-proof your organisation by creating meaningful consumer connections through your brand How to innovate your marketing channels with the power of technology Raise brand awareness, create engagement and conversion opportunities and develop long-term customer loyalty
- 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(Plenary)
- Keynote: Digital Transformation - Adaptability, Agility and Efficiency(Plenary) Digital transformation and automation are essential now for organisations to be truly competitive in today’s market. This session will assist to: Leverage data and digital technologies for increased transformation success Evolve organisation design and ways of working to increase engagement and velocity Deliver a seamless, personalised and real time experience for the future of CX
- Panel: Measuring and demonstrating results in CX(Plenary) In this panel, leaders will discuss: Optimise marketing spend for maximum growth Establishing metrics to meet customer expectations Utilise data to prove customer value to the business
- Keynote: Personalising the Brand Strategy to Deliver Customer Loyalty(Plenary) This session will address: Effective strategies to communicate with customer through digital channels How to best use technology to attract and retain loyal customers Building digital capabilities to personalise marketing communications to engage with customers
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.
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