CCO UK Live Series - June Edition 2022
How to differentiate your CX and drive growth in a rapidly changing environment
Hosted by Factor
- 500 attendees
- 8700 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
- Sessions 6+
- Speakers 5+
- Virtual Attendees 200+
- Live Interactions 1:1
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
- Welcome Note(Plenary)
- Thought Leadership: Building Resilience and Sustainability in Supply Chains(Plenary) For many supply chain leaders, the focus goes behind efficiency and cost control to support growth and build agile, resilient enterprises.
- 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.
- Thought Leadership: How to Deliver Better Customer Experience(Plenary) Here we cover all aspects of creating the best CX experience, from customer service skills, touch-points, customer interactions, customer service strategies and many more.
- Keynote: How to Generate the Face of CX Starting at the Boardroom(Plenary) The evolution from customer-centric to stakeholder-inclusive is something we have seen a bigger shift in. In this edition we: Customers - Want greater products Suppliers - Create and maintain supplies, in exchange for ongoing work & payment Owners / Shareholders - Expect a return on investment
- Keynote: Improving Customer Data Management for an Integrated Outcome(Plenary)
- Keynote: Trouble Shooting and Managing Public Relations(Plenary)
- Panel: Workshopping your CX Road Map for the Future(Plenary) In this panel session we will speak with CX leaders on: Creating the best road for your organisation How to spot problems before they arise Creating the right structure
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.
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.
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