CCO UK Live Series - April Edition 2022

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
• Speakers 5+
• Virtual Attendees 150
• Sessions

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

• 6:00 pm Investing in Technology? You Need to Understand Workplace Psychology First(Plenary) Join business psychologist, Matt Flury and Verint, the customer and workforce engagement technology experts, for this fascinating session. Discover: The technology that can support evolving and (probably) distributed workforces - and the key psychological principles underpinning these tools The science of motivation – and how motivation ultimately fuels a great customer experience The psychological considerations that will ensure you get the best from your implementations This is a must attend webinar for customer leaders looking to drive successful outcomes for their customers, powered by an engaged workforce
• 6:20 pm Keynote: Customer Experience Design vs Your Frontline Staff - Why There's A Battle And How To End It(Plenary) As soon as your carefully curated CX design finds itself relying on front line staff to deliver, processes will likely fail. The occurrence and impact of this seems to be greater the larger and more established the business. This session will share insights on: Why front line staff might be innocently sabotaging your customer experience Understanding the opposing forces that are driving behaviour How to avoid costly mistakes
• 6:41 pm Keynote: Brand Experience Proposition is the Future(Plenary) Setting your Experience North Star is the one thing every future facing brand should focus on. Join this session to learn about: Having a brand experience proposition (north star) is key for success of brands and businesses in today’s economy. 80% of consumers say a brands experience will drive advocacy – so here’s how to do it right Aligning experiences across channels is the biggest driver or consistency and effectiveness.
• 7:00 pm Keynote: What Does A 360-Degree View Of Customer Experience Look Like?(Plenary) The 360-degree view is the foundation that makes an organisation's relationship with customers experiential rather than transactional—the key to long term customer relationships and positive endorsements. This session will cover: Customer Success, going from nice to have to need to have Why building trust and human connections are fundamental to business success and optimisation Why your business needs CX, Marketing, Sales and Product to be in synch
• 7:12 pm Keynote: Why ‘Employee Experience’ should be your priority & why Customer Experience professionals are CEO’s in waiting’(Plenary) This talk will consider the link between employee experience and high-performance culture, and the critical role of leadership. Join this session to learn about: You can't deliver world class customer experience without a 'service leadership' Heart to Serve + Call to Lead + Courage to Engage - employees do 'what you do' not 'what you say' You can't deliver a consistent and connected external customer experience with a sub-optimal employee experience - Culture is key People will only extend their discretionary effort to serve their colleagues and your customers the degree to which they feel psychologically safe. Otherwise they come to work 'armoured up' and defensive which suppresses their energy, innovation and productivity.

Speakers

• Natalie Fuller · Head of Customer Experience and Communication, Cashplus Natalie is a culture, brand and customer experience strategist with over 10 years experience working both agency and client side in Australia and the UK. She is currently the Head of Customer Experience & Communications at Cashplus Bank, an established SME-focused digital challenger with a 15-year track record of digital innovation and strong financial performance. A true fintech pioneer, Cashplus offers faster, smarter, simpler banking services for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Natalie is a firm believer that a strong CX strategy starts with employees, and her CX work with HR teams has resulted in eNPS increases of 95% in just 12 months. Through getting early buy in and collaborating with stakeholders across the business, through her work Natalie has been able to launch simplified product propositions which resulted in a 90% increase in customer NPS post sale. CX strategies Natalie has delivered have been recognised through being a finalist in the 2017 Lloyds National Business Awards for Customer Focus and by winning the 2018 UK Customer Experience Awards for Customer Experience Transformation.
• Clare Lawson · CEO, Ogilvy Clare leads Ogilvy Experience across EMEA. Driving growth and excellence in expertise and client satisfaction. Combining her life long passion for sport with her role, Clare has lead Ogilvy's relationship with many global brands in the sports industry including Formula 1, IBM's sponsorship of the ATP tour, Michelin Motorsport, and NFL. Work with IBM and Formula 1 has reached industry recognition, with awards at Cannes, D&AD abs the Effies. She understands that work in sport is not a Monday - Friday occupation, and has successfully created agency operating models that work to deliver an always on approach around the sporting calendar and global time zone challenges. Prior to Ogilvy, Clare worked in Marketing at Nottingham Forest Football Club, focusing on fan engagement in Europe.
• Belinda Walmsley · Marketing Director, Verint Belinda’s career has spanned twenty-five years in the workforce management and attraction technology sectors working for large global corporates as well as entrepreneurial starts ups. Her experiences working on a global sponsorship initiative with the Williams F1 Team sparked a fascination with high performance cultures and how technology, positive workforce management and creative thinking achieves organisational as well as individual goals. Belinda is the EMEA Regional Marketing Director for Verint.
• Stuart Brown · Director of Customer Success, Ardent Vehicle Fire Protection An inspiring and motivational Customer Experience and Business Transformation specialist, with extensive commercial expertise gained within leading customer-centric organisations, strategically prioritising colleagues and customers, and developing high-performing leadership and culture to optimise operational performance, customer experience and commercial impact. Has a successful track record helping organisations to either attain or retain world class employee engagement and experiential delivery to their customers in consumer, retail, financial services, engineering, technology and other B2B sectors – launching MBNA International Bank and Handelsbanken (both renowned for customer excellence). Currently leading transformational growth, leadership development and culture to drive customer advocacy and commercial performance.
• Lucy Ringhofer · Head of Customer Success, Thrive Working with global organisations to implement and embed enterprise technology such as Fuse, Headspace, THRIVE, to transform workplace culture by providing progressive and agile teams with the tools to rocket-fuel their strategy.

Partners

• 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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