CCO UK Live Series - December 2021 DRAFT
The Evolutions and Revolutions That Will Shape CX in 2022
Hosted by Factor
- 500 attendees
- 13680 hours
Overview
As we near the end of 2021, we reflect back on some of the biggest shifts in customer behaviour and mindset. How do we as CX leaders lean into the opportunities presented and focus on building upon this digital acceleration? How will we transform our organisations in 2022 and beyond? Leaders from across the UK will share their reflections and practical advise for CX success in 2022. Join us to:
Celebrate a year of unprecedented digital acceleration and how we can drive our CX digital strategy to create maximum impact
Discuss the shift in customer behaviours and mindset and how we can embrace these changes
How to champion diversity and inclusion to benefit our organisations culture and bottom line
What we will cover
- 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
- The Future of CX CX experts discuss the year that has been, what can we expect and work towards in CX in 2022 and beyond.
- A Top-Down Approach Creating a diverse CX culture through-out an organisation and leading this through to a stronger bond with customers.
Agenda
- Evolve and Optimise Your Customer and Digital Experience(Plenary) The notion of CX and customer expectations are an ever-changing concept, but over the past 18 months they’ve accelerated like never before. Most likely your business has already invested in improving your overall CX, but... Are you moving fast enough? And are you thinking about CX in the right way? How can you consistently deliver great CX when in a world you’re no longer in full control of conversations and channels? Join Khoros’ VP International, Tom Bailey, in conversation with a Khoros customer (TBA) for: Expert insights on why CX should be the top priority of every C-suite executive Actionable takeaways: on how brands can keep pace and pre-empt the evolution of digital customer experience & meet customer needs A new perspective: how you can rethink your customer experience strategy
- Keynote: Belonging - The Key to Transforming and Maintaining Diversity, Inclusion and Equality at Work(Plenary) There's never been more discussion around diversity and inclusion in the workplace. From gender pay gaps and the #MeToo movement to Black Lives Matter, it seems that every organisation has finally recognised that lasting change needs to happen. Sit-Down's own Gareth Lewis chats with Author of the "Belonging".
- Discover How Stuart Delivers Personal, Proactive Support In a Scalable Way(Plenary) Owned by GeoPost, Stuart is the leading logistics platform in Europe, operating in more than 100 cities with over 3,500 clients and counting. Having previously used email and SMS to communicate with both their clients and couriers, the team at Stuart knew they needed a channel that was faster, more efficient, and more personal to help them onboard and support their customer base as they grew their presence across Europe.
- Keynote: Leading a Customer-Centric Revolution(Plenary) Why all the CX fuss and what is customer centricity? Recent findings from customer experience maturity research Implementing key initiatives to drive customer centricity
- The AI-Powered Relevance Imperative: How We Will Ride the Wave Together(Plenary) Join Ben Wild, as he uncovers what insights Coveo has about what the future of relevance has in store and how it will help propel your customers digital experiences forward.
- Keynote: Closing the Gap Between CX & Brand Promise(Plenary) Data is the key to unlocking customer value and more importantly, the smart use of customer data is now firmly at the top of the list. This session will address: How to use customer data to personalize outreach How to apply a strong and cohesive digital strategy Scaling customer data beyond CRM and marketing
- Keynote: Building Resiliency & Sustainability for a Post Covid World(Plenary)
- Keynote: The Art of Leadership(Plenary) Mark Carter is a globally experienced keynote speaker. Drawing on experience working with blue chip brands in over 40 countries, Mark leverages leadership, culture, sales and behavioural science expertise, along with his natural energy, creativity, and innate ability to relate to any audience. Join this dynamic session as we gain valuable insights into how you can develop your leadership skills, focused on: The evolution of leadership theories and traits The impact of EQ (emotional intelligence) on modern day leadership An overview of the five facets of EQ: what they are and aspects to focus on
Speakers
Lynzi Ashworth · Head of Digital Marketing EMEA, AON Creating a global digital marketing program which supports the continual growth of £11bn professional services organisation. Leader of innovators and creators, helping our business connect with our clients through storytelling and immersive experiences. Fostering a culture of data lead decision making overlaid with marketing magic. Continually supporting colleagues by driving greater efficiency by focusing on system and process optimisation and investing in the development of teams.Karim Derrick · Product and Innovation Director, Kennedys Karim is Product and Innovation Director at Kennedys IQ, our new technology driven company, wholly owned by Kennedys, that provides innovative solutions for insurance companies and large corporates to help them manage claims efficiently.
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.
Leena Kaloinen · Head of Relationship Management, MENA, North & Central Europe, Intercom In a business world of nonstop change, there's only one way to win the game: transform it entirely. - @LukeGWilliams Joined Intercom to be part of a mission to change the way web and mobile businesses connect with their customers.
Partners
- Khoros Khoros is a global leader in digital-first customer engagement software. We build enterprise software for digital customer service, online brand communities, and social media management — differentiated by award-winning services with 20+ years of experience. Over 2,000 brands, including 52 of the Interbrand 100 companies, use Khoros to create customers for life. Khoros has over 10 industry awards from TrustRadius, Stevie Awards, G2, and more. Khoros, built from Spredfast and Lithium, is part of Vista Equity Partners with nine offices globally.
- Coveo We believe that relevance is critical to winning in the new digital experience economy. Coveo is a market-leading AI-powered relevance platform. We aim to enable our customers to deliver the relevant experiences that we believe people expect in the new digital economy. Our SaaS-native, multi-tenant platform injects search, recommendations, and personalisation solutions into digital experiences. We provide solutions for Ecommerce, service, website, and workplace applications. Our solutions are designed to provide tangible value to our customers by helping drive revenue growth, reduce customer support costs, increase customer satisfaction and website engagement, and improve employee proficiency and satisfaction. Our AI powers relevant interactions for hundreds of the world’s most innovative brands and is supported by a large network of global system integrators and implementation partners.
- Intercom Intercom is a complete customer communications platform with bots, apps, product tours, and more—like email, messages, and a help center—so you can build great customer relationships, every step of the way.
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