CCO SEA Live Series - June Edition 2022
How to differentiate your CX and drive growth in a rapidly changing environment
Hosted by Factor
- 500 attendees
- 7885 hours
Overview
If the pandemic taught us anything as leaders, it was the fact that loyalty and CX was one of the greatest shields between make or break for us as organisations during uncertain times, and those of us that were prepared for it were set up for success despite the odds.
What does it really take to truly understand the space we're in and align not just the CX team but get the entire organisation to support as CCOs to create a harmonised message in our delivery, messaging and our brand, to not deliver the optimum experience but also be light years ahead of the competition when it comes to how our customers see us.
Join us in this edition of the CCO Series as we discuss:
The alignment of CX and Marketing to deliver a harmonised message
The positioning of CX within the organisation and getting support across all units
Understanding our landscape and the ever-changing expectations across all units and how to address these
What to expect
- Speakers 5+
- Sessions 6+
- Live Interactions 1:1
- Live Interactions 1:!
- Virtual Attendees 200+
What we will cover
- A Top-Down Approach Creating a diverse CX culture through-out an organisation and leading this through to a stronger bond with customers
- CX in Digital Harnessing platforms and tools to maximise your cross-company collaboration
- Measuring your CX How to evaluate KPI's and analyse the analytics of the customer experience
- CX and Marketing The alignment of CX and Marketing to deliver a harmonised message
Agenda
- 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: Using Data Science To Improve Customer Satisfaction(Plenary) Understanding customer feedback using text mining Using data to predict sales volumes Utilising data science to improve complaints, QA handling and email prioritization for higher customer satisfaction
- 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: Driving Customer Experience Of The Future(Plenary) How to improve your customer and key stakeholder experiences Deliver onboarding training programs to develop skills capability Implement effective strategies to support leadership team
- 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.
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.
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.
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