CCO Live UK June Edition 2021

Overview

Leading the customer strategy in this ever-changing technology era can be a challenging task. The way customers choose products and services is always evolving. The pandemic has only strengthened the need for creative thinking and being able to listen and empathise with the customer. Ultimately, organisations need to put their customers first now more than ever before. Join us to explore strategies and insights to keep ahead of your customer's needs in an increasingly accelerated digital environment.

What to expect

• Live Interactions 1:1
• Attendees 200+
• Sessions

What we will cover

• Empathy Is The Key Whilst the CCO role is a key driver of growth for a business, a high degree of customer empathy needed to keep ahead in your business.
• Integration Planning Unlocking your growth potential requires an integrated plan that touches and influences all aspects of the organisation.
• Adaptability Always be adapting to your customer needs and demands. This requires creativity and out-of-the-box thinking to create a unique and better customer experience.
• Analytically minded Taking a data-driven approach to customers is key: this involves being metrics-driven and involves deeply understanding how customers are interacting with the business across all ends of the customer journey.

Speakers

• Sarah Laurence · Head of Customer Experience, wsp As Head of Client and Customer Experience for WSP UK, one of the world’s premier engineering consulting firms, Sarah leads the organisation’s approach to embedding a client- and customer (end-user) centric culture. In this role, Sarah’s focus is to scale CX capability amongst technical and project employees, support collaboration to aid work-winning and delivery, and develop the UK Client Feedback Programme. She brings a background of organisational learning, culture change, and behavioural development as prior to this role she led Learning and Change for WSP’s global Property & Buildings sector and was instrumental in developing behavioural capability and establishing high-performing teams to win and deliver strategic pursuits in a range of regional markets.
• Faisal Laljee · Chief marketing officer, expondo Faisal has over 20 years of global marketing experience, across the US, Europe and Latin America, for both start-ups, scale-ups and large businesses. As such, digital consumer experience, acquisition, retention and loyalty are a large part of his domain of expertise. He has worked across various industries including financial services, publishing, telecommunications and life-style businesses. Currently, he serves as the Chief Marketing Officer at expondo, a global e-commerce business based in Berlin.
• Gabriella Lambert · Head of Customer Experience, Royal National Institute of Blind People I am a dedicated, personable and commercially astute Communications professional with 5+ years’ experience delivering Customer Experience strategies in a Senior Management and Director capacity. I have extensive experience in global roles in Customer Experience strategy, Commercial Strategy, Marketing, Communications, Sales, Data Analysis, Retention, Client Onboarding, Motivational Mentorship, Process Improvement and Team Leadership.
• Chris Rainsforth · Head of Operational Management Best Practice, Verint Chris has worked in the Contact Centre Industry for over 20 years, holding roles in Operations, Planning, Training and Quality. He is passionate about Customer & Employee experience and within his role at Verint he works closely with organisations to ensure any technology investment aligns to Best Practice improving both worker engagement and operational capability.
• Peter Jakus · VP of Market & Industry Insights, Bloomreach Peter is the VP of Market & Industry Insights at Bloomreach. He is passionate about the ways businesses can leverage data to create customer love and positive business impact. He is a recognized speaker in the fields of web analytics and e-commerce, an ex-Google Trainer (holding this prestigious title for 3 years in a row), founder of e-commerce accelerator MastersGate, and a co-founder of analytics un-conference MeasureCamp Bratislava.
• Gareth Lewis · Content Creator, Sit-Down Creatively driven, strategic thinker, with a passion for story-telling & story-doing. Working to helping business leaders connect through meaningful and engaging experiences.

Partners

• Bloomreach · Event Partner Exponea was acquired by Bloomreach, the leader in Commerce Experience, in 2020. Our Bloomreach Experience Platform (brX) competes in three core categories: Engagement (CDP and marketing automation), Content (headless content and experience management), and Discovery (e-commerce search, merchandising, recommendations, and SEO). We connect both customer data and product data to personalize all customer touch-points, leveraging our patented AI to recommend, predict and segment. This empowers the marketer to create individual experiences, increase revenue, strengthen customer loyalty, and improve efficiency. With a global footprint, Bloomreach powers over 25% of all e-commerce experiences across the US and UK, and supports 300+ global enterprises including Neiman Marcus, CapitalOne, Staples, NHS Digital, Bosch, Puma, and Marks & Spencer. Our global network of certified partners includes Accenture Interactive, WPP, and market-leading commerce platforms.
• Verint Verint helps the world’s most iconic brands build enduring customer and workforce relationships through market-leading cloud and hybrid technology solutions, which leverage the latest in artificial intelligence and advanced analytics. Our technologies connect work, data and experiences across the enterprise. With this approach, brands can adapt to the future of work, eliminate the inefficiencies created by organisational and data silos, and consistently deliver differentiated experiences at scale across every interaction. With Verint solutions, brands can close the gap created when an organisation lacks the resources required to deliver the desired customer engagement across multiple channels. Closing this engagement capacity gap enables organisations to drive real business results.

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