CCO UK Live Series - March Edition 2022

Overview

CX Strategies, ISSPs & People Strategies, can all be artefacts that are over-rated.

They often don’t convert to reality. What an organisation needs is a CX Plan that is the Level Lower than what are often just Waffly Strategies.

Here we assess this and cover:

Organisation alignment on who the customer is - Truly defining the customer

Unifying your engagement strategy and delivery to CX growth

Board and management buy in - Getting the non CX excited about the power of CX

Clear communication: From Ambition to mapping, from mapping to the power of the spoken word: Truly communicating and filtering down the strategy, step by step from top to bottom to ensure a unified commitment across all business units

What to expect

• Sessions
• Speakers 5+
• Live Interactions 1:1
• Virtual Attendees 150

What we will cover

• Adapting customer experience during COVID-19 and beyond Reassessing all aspects from technology, teams, and work- life balance
• The full CX Experience CX for employees, stakeholders and customers
• Diversity is Key Maximising on diversity and multiculturalism in your organisation
• CX, EX & BX Customer Experience is No Longer Enough – How to Stay Ahead with Business Experience

Agenda

• 11:00 pm Customer Support Trends 2022(Plenary) Customer support is changing fast – it’s harder than ever to keep your best customers and agents. So Intercom asked 1,200+ global support leaders about how they’re adapting and we uncovered the top five trends transforming customer support. Join this session to find out the top five trends and learn how customer support teams are capitalising on them. You’ll discover: The top 5 trends disrupting customer support today The steps customer support teams can capitalise on these trends How companies like Atlassian and Stuart are adapting to the trends
• 11:21 pm Keynote: Data driven decisions that positively impact your business, customer & the planet(Plenary) Data driven decisions-making is a strategy that uses data to inform business decision. It is said that this is a great way to gain competitive advantage, increase profits and makes businesses less vulnerable to risky decisions going wrong. - Discover how a large enterprise understands & engages better with their customers - Understand how customers trust a brand and what you need to do to earn it. - Hear how the latest trends are impacting businesses and what are they doing to pivot
• 11:43 pm The Automation Building Tips That CCOs Need to Know to Increase Efficiency & Make Customers Happier(Plenary) The experience of the past 2-years has propelled consumers around the world to work remotely, shop online and connect virtually. The shift to all-digital is here. Brands have also had to adapt quickly to the changing environment but soon realised that they could not always meet demand. As consumer expectations grew, contact centres leaned more heavily into the ease and convenience of automation, leveraging AI to meet these rising demands. There’s now no going back nor can there be any standing still. In the drive for competitive edge and customer preference, organisations need to remodel their CX strategy. So how can conversational AI help organisations thrive? Learn: * What has changed - why automation and why it’s so crucial now. * How to build automation without losing the human touch. *The building blocks of automation that CCOs must consider to delight both your agents and customers. *Discover how customer facing organisations are transforming their approach with conversational AI.
• 0:04 am Keynote: Closing the Gap Between CX and Brand Promise(Plenary) What actually is BRAND and how to we get great CX whilst clearly presenting the brand. In the session we delve into Walking in the Customer's Shoes Mission statement and brand promises The product services
• 0:24 am Using a Data Driven Approach to CX to Gain Buy-in From Key Strategic Decision Makers(Plenary) Customer data should be used to unify sales, customer support and marketing. But when putting forward a new strategy to key decision makers, a CX leader needs to see data beyond the role of creating customer engagement and generating loyalty. The mismanagement of data or failure to spot data silos can lead to instances such as communications going out that are not synced with customer habits. But it can also contribute to problems for the business as well as the customer. In this session, we'll highlight the key talking points that you should be discussing with your board when investing in the right CX strategy, to help you and your peers achieve a better view of the customer and their habits, whilst aligning back office operations, reducing cash burn and improving the capacity of delivery and logistics.
• 0:45 am Panel: Getting the Non-CX Excited About the Power of CX(Plenary) Building a customer-centric organisation in today’s world is imperative to remain competitive. This panel will address: How to build a customer-centric culture Anticipating customer needs through feedback and data analytics How are businesses fostering a positive customer experience throughout the customer journey
• 1:06 am Keynote: Truly Defining the Customer(Plenary) ‘Importance of using Data to measure CX: “Did we do what we said we would do?”’ The more we listen, understand and know our customers the better the CX will be. We’re then able to create and sustain a lasting and evolving relationship with them. Therefore, it is important to use customer data as tool to measure the success of your CX strategy. Join this session to learn about: Customer journey mapping as a process to drive organisational change Organisation alignment on who the customer is Create a bespoke and emotional connection with your customers

Speakers

• Veronica Amestoy · Head of Customer Engineering, Google How to introduce a person in a paragraph… when they’ll instead do it in a single line… For over ten years, Veronica Amestoy has been leading large Enterprise companies on their digital transformation journey by engaging with CxO to define the strategy and with Line of Business to translate it into an operational model. Veronica’s expertise is often associated with technology and sales, but she can also be credited for her contributions in organisational change and 10X thinking in the Retail and Consumer Goods industry. Data is at the core of all the transformations she led for some of the top 5 CPG & Retail companies in the UK & EMEA. Given her credibility on end-to-end data strategies to acquire, activate and utilise data to drive business decisions Veronica has also been recognised for driving diversity in the technology sector. She is a 2021 Women in Sales awards finalist. Pioneer of three apprenticeship programs in sales and worked with different charities to mentor entrepreneurs, business owners & students. She will be speaking solely on her journey and experience in customer experience.
• Faiza Syed · Head of Customer Experience, ISG Faiza is a highly collaborative, commercial and analytical professional with over 15 years of global experience in driving revenue through customer experience, business development, client and account management. Her breadth of experience includes building and leading a global CX strategy, implementing Voice of the Customer and working with multiple stakeholders and business functions to improve operational performance while driving change in business culture and approach to improve customer experience. She has always excelled in building strong relationships and therefore is able to ascertain customer and business needs and present a strategic range of services and solutions. She is passionate, pragmatic and results orientated, with a strong focus on customers & business improvement.
• Peter Woods · Account Executive, Senior Midmarket, Intercom At Intercom, my role is to help potential customers understand if we can help them interact with the customers better throughout the customer lifecycle. Marketing: Make the most of every site visitor or lead, by helping get the right information when they need it. A simple product tour, a help center article in short everything a buyer needs to do their research. Engagement: When the customer is ready to talk, help to engage with your sales team leveraging bots to schedule calls with humans on their team. Support: answer your customers' queries on your site and in-app, push messages and enable them to self-serve, triage, and escalate issues.
• 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.
• Ethan Forde · Ethan Forde Consultancy, Ethan Forde Consultancy Ethan has led global Customer Experience teams in fast paced startup environments. He has implemented systems, processes, policies and structures to enable customers to succeed. With a highly analytical approach, Ethan uses insightful data to inform the strategy and improve the customer journey. Ethan now helps rapid growth startups scale, ensuring customers and businesses succeed.

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.
• 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.
• 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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