CCO UK Live Series - July Edition 2022
I Click Therefore I am: A Deep Dive into Today's Customer and the Customer Mindset in 2022
Hosted by Factor
- 500 attendees
- 9000 hours
Overview
2 years of constant change, ever evolving expectations, shift in mindset and a drastic shift into how we see consumerism, products and perceive any experience, has meant that as CCOs we need to up our game when it comes to what efforts we make to understand our customers and their expectations so that we can optimise how we deliver but also how we prepare for the next wave of expectations, changes and technology.
Join us during this edition of the CCO Series as we discuss:
Effective utilisation of customer date to understand customer behaviour and how to address the current needs
Mirroring customers' diversity to create the desired experience
Understanding how to generate the face of CX starting at the Boardroom
Trouble shooting and effectively managing public relations
What to expect
- Virtual Attendees 200+
- Sessions 6+
- Live Interactions 1:1
- Speakers 5+
What we will cover
- Customer Data Effective utilisation of customer date to understand customer behaviour and how to address the current needs
- Customers' diversity Mirroring customers' diversity to create the desired experience
- CX & Boardroom Understanding how to generate the face of CX starting at the Boardroom
- CX & Public relations Trouble shooting and effectively managing public relations
Agenda
- Gaining buy-in with the board, protecting and growing your customer support resources: how to position Customer Support as an essential ingredient to delivering a successful business plan to the C-Level stakeholder(Plenary) In this session, we will provide you with an engagement strategy to take and present to your C-Level peers to ensure that Customer Support is seen as a critical pillar in the business strategy. We'll discuss the metrics that you need to focus on and also the engagement strategy - how to communicate and share feedback on the customer experience and implement change, from the top of the business.
- Keynote: Defining your Talent Strategy and what Success Means for your CX Teams(Plenary) Creating the path for harvesting and developing the right attributes in your CX teams What kind of gap would exist if you disappeared off the face of the earth? How do you know how you are performing against the desired experience? Building accountabilities and driving action and improvement.
- 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: Social Housing and Customer Experience(Plenary) Social housing - the basics Regulated Business - rents and property maintenance standards Homes allocated by need Tenancy for life Low cost home ownerships - shared ownership Many Residents on state benefits - universal credit and housing benefit 504 new homes built last year Average age of residents 56 Customer satisfaction not attraction
- Panel: How To Evolve Your Brand Strategy To Resonate With Customers(Plenary) To deliver personalised and engaging brand experience to customers, CCO’s must work collaboratively with customer-facing functions like sales and customer support as well as be an influential leader throughout the customer journey with the brand. This session will address: Effective strategies to communicate with customer through digital channels How to best use technology to attract and retain loyal customers Building digital capabilities to personalise marketing communications to engage with customers
Speakers
Pete Hogg · Global Director Customer Management, British Council Pete Hogg is a Certified CX Professional who wears two hats in his current role as Global Director of Customer Management at the British Council. The first is about Customer Service and Sales delivery and the second is about Customer Experience: identifying the desired experience of the organisations he has worked with and developing the culture and governance for delivering against that experience. Pete has a background in Education and Training and has previously worked as a teacher, an event planner, a motivational trainer, an operations lead, a salesperson, an insight lead and a marketeer. The golden thread connecting all of his experiences has been the absolute necessity of building relevant engagements and positive relationships to drive customer success… which is what he believes to be the most effective route to business success.
David Walling · Head of Customer Experience, White Horse Energy Ltd An effective and supportive Customer Experience professional who enjoys the responsibility of managing, coaching and driving the performance of a team to achieve key performance metrics across the business. Significant expertise in understanding the wants and needs of the customer to exceed expectations, whilst also ensuring to meet and exceed the business needs.
Colin Crowley · CX Advisor, Freshworks Colin Crowley is CX Advisor for Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power businesses. He has spent over 12 years managing global customer experience organizations and promoting technological changemaking. Colin specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, product innovation, and gold-standard quality and efficiency. Previously, he served as AVP of Consumer Transactions at the event ticket marketplace, TicketNetwork, the inaugural VP of Customer Experience at the food tech company, Freshly, and as SVP of Customer Experience at the fintech company, Albert. In his role at Freshworks, Colin uses his experience as a contact center leader to promote customer-centricity, amplify product development and advise clients as they grow their own customer support organizations. Colin is also an award-winning playwright whose plays have been performed across 15 states, as well as in New York City and London.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
- Freshworks Our boilerplate: Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more information visit www.freshworks.com
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