CCO SEA Live Series - October Edition 2022

Overview

It's no secret that the backbone of any great CX strategy is how effective and reliable its workflows are, over the past decade, we have seen CX teams put a lot of focus on automation and effective workflows and at this point we're bound to have some answers for what works and what does not and how we can get there.

How do we know our messaging and brand promise deliver are reflected in our CX?

How do we get these workflows mapped out the right way?

How do you measure effectiveness and where do you draw the line with technology?

What counts as the right level of automation and when do you know you're compromising more than you're helping the strategy?

Join us during this edition of the CCO Series as we discuss:

How we measure the success of automated workflows

Best strategies in creating the synergies in CX teams' processes and their marriage to the tools they use

How marketing, CX and EX go hand in hand to create customer delight

What to expect

• Speakers 5+
• Sessions 6+
• Virtual Attendees 200+
• Live Interactions 1:1

What we will cover

• Success of automated workflows How we measure the success of automated workflows
• Process and technology Best strategies in creating the synergies in CX teams' processes and their marriage to the tools they use
• Leveraging the full potential of automation How we measure the success of automated workflows
• CX & EX How marketing, CX and EX go hand in hand to create a full rounded customer journey.

Agenda

• 9:00 am Welcome note(Plenary)
• 9:05 am Build and Enable Frictionless Customer Experiences- Nice(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.
• 9:25 am 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.
• 9:45 am 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
• 10:05 am Keynote: Harmonising your data strategy with your organisational culture, flexibility and growth plans for your teams(Plenary) Customers never stop evolving so nor should your CX, so what is the true value of brand development? here we discuss: How agile ways of working can boost your CX CX design process and communication strategy Identifying & prioritising obstacles and opportunities
• 10:25 am 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

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

• 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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