CCO SEA Live Series - April Edition 2022
Alignment and Repositioning CX to Realise the True Value of Your CX Leaders.
Hosted by Factor
- 500 attendees
- 16200 hours
Overview
A common pattern in large organisations is business units working in silos and marketing initiatives creating channels and content on demand according to business needs, often under tight deadlines. So, when different teams have different needs at different times, communication and content gets created on an ad-hoc basis at different stages— with no regard for the overall business strategy. The result? chaos. During this edition we cover:
Upstreaming the CCO role - Positioning CX as the forefront of the of CX design process and communication strategy
Moving from chaos to visibility and from visibility to optimisation
Aligning your CX with your brand and marketing strategies to ensure consistency and one single source of truth
What to expect
- Live Interactions 1:1
- Virtual Attendees 200+
- Sessions 6+
What we will cover
- The Real Business Value Unlock the Value in Your Customer Data
- Shape Your CX Improving CX Outcomes
- B2C And B2B CX Design Strategies with “Moments Of Truth”
- Thinking for Success Brainstorming to Final Product with CX
Agenda
- The 2022 CX trends and how to build CX agility to meet shifting needs(Plenary) Your customers have changed. Do you know exactly what consumers want from companies in 2022? Join our CX subject matter expert, Harish Agarwala as he dives deep into the comprehensive findings of our 2022 Global Consumer Trends Report — a study of 23,000+ people from around the world. He’ll reveal exactly what consumers want from companies in 2022 across South East Asia and provide practical guidance on how to build an agile, always-on CX approach to meet shifting customer experience expectations.
- Keynote: Getting the Non CX Excited About the Power of CX(Plenary) Although CX is one of the key sectors of organisation these days it is often overlooked. Here we learn How to get the board and management to understand & buy into CX Use a quality framework for development of your team Act upon regular employee feedback.
- Delivering Curiously Human Engagement with Your Customers(Plenary) The traditional contact centres model no longer works. The rapid increase in digital adoption, and shifts in many business models provides opportunities for contact centres to not only lift customer satisfaction, but employee satisfaction as well. Many companies are transitioning to more convenient and efficient forms of engagement, where messaging plays a key role. Automation and bots are an integral part in navigating between voice and mobile channels, however, many companies forgo the crucial "human touch". Hear from Director of Strategy at LivePerson, Kevin Wordon as he discusses how businesses are delivering technology powered conversations that are Curiously Human™ and how the Human Bot Tango leads to better customer and agent experience.
- Keynote: Truly Defining the Customer(Plenary) The more we listen, understand and know our customers the better the CX will be. Customer journey mapping as a process to drive organisational change Organisation alignment on who the customer is Create an emotional connection with your customers
- Shifting perceptions from CX being a cost center to revenue opportunity, with a focus on Automation, AI, Bots, and self-serve(Plenary) With CX teams and agents receiving increasing support requests and higher customer expectations, in the eyes of management CX often still gets looked at as a cost center. Let’s talk about how we can shift the perception to the reality of CX today: that it is a key revenue driver, further bolstered by the advent of conversational commerce and service in this increasingly digitally-connected world.
- Keynote: 360 Degree View of CX Through Data(Plenary) How to master the digital transformation for a smooth CX. Developing a strategic framework for customer lifecycle Embedding technological innovation to enable business strategy Evolving the team with digital skills and embracing change
- Customer Communications – the critical piece missing from your CX Tech Stack(Plenary) What is CCM and where does it fit in your CX Tech Stack? Supercharge your CRM and MAP with CCM How CCM is evolving to supercharge customer acquisition, retention, compliance, governance Why CCM cannot be sidelined, and why connections matter How Quadient is evolving to support a high performance customer lifecycle
- Keynote: Data, Insights, and Creativity(Plenary) A discussion on how data can unlock big, creative ideas across any type of communication. In this session we will be focusing on 3 key points with some great real life examples from works that Matt has led: Data for creative strategy Women Will - The Divide Data as creative technology Google/AVIS - We Try Harder Data to create scale and campaign ecosystems Google/EA - Giferator
- The New Rules of Customer Engagement in an All Digital World(Plenary) Reliance on digital has grown in almost every part of our lives. The ever-evolving landscape of new technologies is shifting the way humans interact with each other, the world, and your brand. In this environment, consumer trust is harder than ever to achieve; it is impacted by the culmination of every touchpoint a consumer has with your business- across business units, functions, and channels. Moreover, customer needs are always changing, which has led many organizations to increase their focus on first-party data and insights as a driver for continuous improvement and innovation. What will it take to earn customer loyalty in light of these shifts? Join Rae Weon, a Principal Enterprise Innovation Manager at Twilio, as she describes what Twilio sees as the new rules for engagement between businesses and their customers and how intelligent customer engagement drives deepened relationships.
- Keynote: CX a Driver for Democratization of Financial Wellbeing(Plenary) CX plays an essential role in business growth, so how do we master this, in this session we will cover: Exploring the CX landscape in financial services key questions and answers to the perfect VPS transformation CX as a key driver in the shift of focus
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.
Arijit Roy · Vice President - Asia, Zendesk With 20 years of experience across the technology sector working for companies like Microsoft and Salesforce, Arijit brings with him a wealth of experience and keen insights on the customer service industry. He currently leads the business across Asia for Zendesk, helping companies succeed by adopting and embracing a customer-first approach to their businesses. Arijit keeps his finger on the pulse of the quickly-evolving trends in the world of CX to ensure businesses are adopting only the most advanced and efficient technologies that will help them scale through automation.
Rae Weon · Principal Enterprise Innovation Manager, Twilio Rae Weon, Principal Enterprise Innovation Manager at Twilio, is a strategist and designer, with prior experience as an innovation consultant at Salesforce and management consultant at Deloitte. Rae’s background in traditional design and experience advising companies in the Global 1000- across financial services, retail, technology and healthcare- contributes to her passion for customer experience and its impact on business strategy. She is recognized for her ability to develop and implement customer-centered strategies that act as catalysts to organizations’ digital transformation journeys and innovation-driven cultures.
Partners
- Twilio About Twilio Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
- Qualtrics Qualtrics, the world’s No. 1 Experience Management (XM) provider and creator of the XM category is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 13,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com.
Liveperson LivePerson makes life easier for people and brands everywhere through trusted Conversational AI. Our Conversational Cloud platform empowers consumers to stop wasting time on hold or crawling through websites and message their favorite brands instead, just as they do with friends and family. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company’s World's Most Innovative Companies list in 2020 and is a founding member of EqualAI. For more information about LivePerson (NASDAQ: LPSN), please visit www.liveperson.com.- Zendesk Zendesk is a customer service software company with support and sales products designed to improve customer relationships. We believe that every great customer relationship stems from a conversation, so we built a customer service software company that designs solutions to help foster better customer relationships. Powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Learn more at www.zendesk.com.
- Quadient Quadient is the driving force behind the world’s most meaningful customer experiences, helping customers worldwide simplify the connection between people and what matters. Quadient's award-winning Inspire suite helps organisations manage customer journeys, and enable business users to design and deploy personalised, accurate and compliant communications across all channels, in the cloud or from any premise.
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