CCO UK Live Series - May Edition 2022

Overview

As CX leaders and well, as individuals, it's safe to say that we all aspire to what would be a wholesome customer experience but what does it take to achieve the best possible outcome when it comes to customer delight.

How do we as leaders within our organisation inspire growth and capability within our teams and also position the CX function in the possible place when it comes to CX design and alignment? What does it take to get heard from the management in this journey? And how do we know we are taking the next steps when it comes to innovation and/or tools?

We can start getting some hints and insights by closely looking at case studies and stories of organisations currently tackling their way through these challenges.

Join us during the edition of the CCO Series as we discuss:

The fundamentals of creating a roadmap in CX and the CCO's role in the design process

Technology vs. Innovation and deciding what your next best move is

Inspiring growth and building capability within new teams

What to expect

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

What we will cover

• Design process The fundamentals of creating a roadmap in CX and the CCO's role in the design process
• Technology vs. Innovation Technology vs. Innovation and deciding what your next best move is
• Growth and capability Inspiring growth and building capability within new teams

Agenda

• 6:00 pm How to Use Employee Experience to Win the War on Talent(Plenary) Summary: Companies are moving away from being human capital focused to being ‘simply human.’ In today’s workforce, finding and retaining the best talent means putting the employee experience first and creating ‘wow’ moments to stand out from the crowd and win the war on talent.
• 6:19 pm Keynote: How CCO’s Can Influence C-suite Colleagues To Drive Digital Transformation?(Plenary) The rapid rise of digitalisation has exacerbated the crucial role of technology. In this session, delegates will learn: How to improve efficiencies at every touchpoint of your customer journey with your brand Tools, technologies and processes to ensure your customers have a unique experience Scaling capabilities and upskill staff
• 6:32 pm 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
• 6:50 pm 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
• 7:10 pm 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
• 7:30 pm Keynote: Building Resiliency & Sustainability for a Post Covid World(Plenary) Karim Derrick talks about the exploration of the importance for measurements and predictions of data in the intangible world.

Speakers

• Gabriella Lambert · Head of Customer Experience, cxpartners I am a dedicated, personable and commercially astute Communications professional with 5+ years’ experience delivering Customer Experience strategies in a Senior Management and Director capacity. I have extensive experience in global roles in Customer Experience strategy, Commercial Strategy, Marketing, Communications, Sales, Data Analysis, Retention, Client Onboarding, Motivational Mentorship, Process Improvement and Team Leadership.
• 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.
• Lynzi Ashworth · Marketing Director, 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.

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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