CCO SEA Live Series - August Edition 2022
How to continue to create meaningful CX relationships in times of change
Hosted by Factor
- 500 attendees
- 12900 hours
Overview
In today's ever changing climate, organisations need to be able to differentiate their brands and provide exceptional customer service to stay and stand above their competitors. The parallel between innovation and digitalisation has never been more pivotal.
Join this this edition of the CCO Series, as we get into exploring topics and finding a solution on how to:
• Evaluating technology through a customer problem solving lens
• Not mistaking can-do with should-do for technology solutions
• Creating a two-way human centred design to ensure better relationship building - one for customer and one for staff
• Data utilisation to work towards an end goal for both the customer and organisation
• How to gain and use the right data in a world of privacy obsessed consumers
What to expect
- Sessions 6+
- Virtual Attendees 200+
- Speakers 5+
- Live Interactions 1:1
What we will cover
- The Real Business Value Data utilisation to work towards an end goal for both the customer and organisation
- Shape Your CX Evaluating technology through a customer problem solving lens
- B2C And B2B CX Creating a two-way human centred design to ensure better relationship building - one for customer and one for staff
- Thinking for Success Brainstorming to Final Product with CX
Agenda
- How to Keep Customers Coming Back in Times of Rapid Change(Plenary) Customers are the reason why we are in business. While developing and selling a good product or service is critical, that’s only half the battle. What’s really needed is delivering great customer experiences that keep customers getting back. However, doing so in this day and age where customers can access thousands of options with a tap on their smartphones is challenging, and customers are increasingly fickle. This poses a risk for organizations that aren’t agile enough or have not shifted to a digital-first approach. The pandemic has changed how we live, work, and engage with one another. To thrive in today’s environment, organizations need to accelerate their digitalization to become agile and adaptable, as well as redefine their customer engagement strategies holistically. Let's talk about how we should do that effectively.
- 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.
- Thought Leadership: Winning in the Digital Economy: Using Data to Build Stronger & More Valuable Customer Relationships(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 engage with each other, the world, and your brand. To win in this new environment, organizations must learn to leverage first-party data and insights as a driver for continuous improvement and innovation. Join Twilio as we discuss how businesses are using data to drive deeper engagement and build stronger and more valuable customer 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
- Build and Enable Frictionless Customer Experiences(Plenary) In today’s world, with the reality of a Pandemic, more people doing more digitally than ever and the world and customers’ expectations ever changing, how do you ensure that your organization excel in Customer experience? Learn how NICE can help you deliver Frictionless Customer experiences with our guiding principles for CX. Find out how NICE customers have increased customer loyalty, reduced costs and achieved greater efficiency in their operations.
- Keynote: CX in a B2B Industry(Plenary) To ensure a competitive advantage, CX requires data-driven analytics to ensure an efficient customer journey. This session will address: Using data to deliver CX, brand loyalty and customer satisfaction Develop a customer-first strategy that aligns with people, processes and technology Measure and optimise your CX programs in real-time and improve CX
- Keynote: Keeping Customers Engaged In The Digital Age(Plenary) Mindset change driven from the top Digital transformation organization, strategy and tactics Desired customer-centric culture and customer experience
- Panel: Is NPS Still Fit for Purpose?(Plenary) Is NPS an accurate metric to use to measure CX quality? Pros vs cons: what other metrics can be used to measure your CX success? How can NPS be linked to your corporate strategy?
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.
Ian Low · Solutions Consultant, Nice As a Solutions Consultant at NICE, Ian’s enjoys reinventing and simplifying the way in which customers interact with organisations, leveraging technology together with a customer-centric design approach to transform the customer experience. Ian has over 20 years of experience in the Contact Centre industry, in a variety of roles ranging from technical through to Executive. In his spare time, Ian enjoys cooking (and eating!) and playing basketball.Taresh Mulky · Director of Solutions Consulting, Zendesk Taresh leads our Solutions Consulting team for Asia at Zendesk, and has been deeply involved in driving and supporting analytic initiatives across the region. He has close to 20 years of experience in diverse industries from government to healthcare, manufacturing to consulting. As a technology evangelist Taresh enjoys bridging the gap between business needs and technology to positively impact on outcomes. Prior to joining Zendesk, Taresh drove numerous consulting engagements during his time at Tableau (a Salesforce company), IBM, SAS, and Accenture.
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.
- 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.
- Nice NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
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