CCO UK Live Series - November Edition 2022
Defining the strategic outcomes and contribution of the chief customer officer
Hosted by Factor
- 500 attendees
- 30600 hours
Overview
As we near the end of 2022, we reflect back on some of the biggest shifts in customer behaviour and mindset. How do we as CCOs lean into the opportunities presented and focus on building upon this digital acceleration? How will we transform our organisations in 2023 and beyond? Leaders from across the UK will share their reflections and practical advise for CX success in 2023.
Join us for this edition of the CCO Series as we get into:
In-depth analysis of the advancements in CX from the year that was
Reducing friction in the customer journey as businesses take the digital leap
Complications and solutions to adapting your company to the digital age
Defining the next steps and what's about to come in 2023
What to expect
- Virtual Attendees 200+
- Speakers 5+
- Sessions 6+
- Live Interactions 1:1
What we will cover
- Reflecting on 2022 In-depth analysis of the advancements in CX from the year that was
- Taking the digital leap Reducing friction in the customer journey as businesses take the digital leap
- The Future of CX Defining the next steps and what's about to come in 2023
- A Top-Down Approach Creating a diverse CX culture through-out an organisation and leading this through to a stronger bond with customers.
Agenda
- No More Data Copies! How To Simplify Your Data Strategy with Dremio(Plenary) Dremio’s unique approach to enabling self-service data without relying on copies, provides a simple, effective way to deliver quicker time to insight. Dremio’s open architecture fosters innovation and agile reporting by empowering data consumers to discover, curate and prepare data without relying on data engineering.
- Trends Shaping the Next Decade in Data- Data Assembly(Plenary) The latest concepts in the world of data seem to arrive as quickly as the actual data we accumulate and consume — and can be just as hard to sift through, understand, and manage. The modern data stack (MDS), data fabric, and data mesh are top of (data) mind, and this webinar will tell the tale of this trendy trio within a larger story: decentralisation. How do you retain control, security, and governance — and how do people find valuable, trustworthy data and information — in a decentralised utopia?
- The Power of Personalisation(Plenary) With 62% of consumers now saying a brand will lose their loyalty if they deliver an un-personalised experience (2022 State of Personalisation Report), personalisation is no longer an option for companies wanting to stay ahead. Companies like Netflix and Spotify have changed the expectation of consumers forever, and all brands need to consistently innovate in treating consumers as individuals. This month we’re privileged to have 2 experts to talk us through this fascinating world - Dina Gindy (Data Director), and Sarah Plant (ECD). In this session we will explore: What factors contribute to the increased expectation for personalisation? Why personalisation is no longer ‘a nice to have’ How data and design create better personalised experiences Putting responsibility on the personalisation agenda
- Morning Tea and Networking(Plenary)
- There is power in collaboration(Plenary) Fash Fasoro is the CEO of Data Kirk, an organisation working to increase the representation of disadvantaged people in the data space. His unique experience and insight led him to creating "The Black Summit" - an event organised to highlight the lack of black representation across data roles in Scotland. When we consider the future of the data and IT space and the face of our IT leaders, how do we ensure true representation? Fash will explain the challenges faced by underrepresented groups in data roles and how we as leaders can ensure that our teams are not just the most qualified and capable, but also the most inclusively diverse, leading to a greater representation of ideas and experiences to enhance our team's capabilities. "The data world isn't just for some; it is for everyone."
- How to give your customers a more conversational experience(Plenary) How we communicate has fundamentally changed. We were already seeing a rise in digital interactions happening previously, but thanks to the pandemic that was accelerated as we had to shift our interactions online to stay connected with family and friends, as well as our coworkers with the rise in remote work. How can businesses take advantage of new tools such as AI and Automation? The time is now to implement smart strategies that accelerate your CX strategy and build resilience into your business—will you pull ahead or fall behind? Join this session and learn relevant insights on how to drive growth with conversational CRM.
- The next best model for data projects(Plenary) In this session Ari will explore a more project management based solution to data projects. He will consider the role of prioritisation in a variety of project types and how various industries would benefit from stepping away from solely AI based projections and using a stepped management style to tackle their data questions. If we know the right questions to ask, we can deliver better results - so does the customer know what they want and how can our teams ensure that we have communicated effectively enough to deliver that? This session will help us consider: What do we do when the AI fails to give us the context we need for a project to succeed? How can project management approaches help structure our data analysis for greater results? How can we put the customer at the centre of our analysis to ensure our projects deliver tangible results?
- LUNCH(Plenary)
- Fireside panel(Plenary) In this fireside chat, our panellists will discuss the importance of upskilling our teams in data ethics and literacy to ensure we are asking the right questions to provide the best results. They will explore how we create an agility of thinking within our teams to help them overcome the growing pressure on data analytics within business to provide results at greater speed.
- Trends Shaping the Next Decade in Data- Alation(Plenary) The latest concepts in the world of data seem to arrive as quickly as the actual data we accumulate and consume — and can be just as hard to sift through, understand, and manage. The modern data stack (MDS), data fabric, and data mesh are top of (data) mind, and this webinar will tell the tale of this trendy trio within a larger story: decentralisation. How do you retain control, security, and governance — and how do people find valuable, trustworthy data and information — in a decentralised utopia?
- Creating the leaders of the future(Plenary) In this session Alex is going to explore how our organisations attract and hold on to the correct talent. She will explore concepts such as sustainable business growth and how to avoid burn-out in your team. Whilst many people in data become deeply passionate about the project they are working on, or the organisation's mission to bring better data and tech solutions to the consumer, we can often face an overwhelming pressure to give more and more of ourselves to the project and eventual hit decision fatigue. Alex will discuss all of these concepts and how to best tackle them as well as the current big topic "quiet quitting". Join us for this session to answer these key points: How do I build my organisation sustainably? How do I promote passion without burning out my team? What is "quiet quitting" and why might it affect my organisation? How can I create the Future of IT and Leaders from within my organisation?
- Afternoon Tea and Networking(Plenary)
- How data driven collaboration can work - a framework and call to action(Plenary) From Governance and Analytics to data literacy across teams and story-telling with data, Tiankai will explore how collaboration and integration of data leads to better customer experiences and team outcomes. With his wonderfully unique attitude to data, Tiankai will share his musical take on data before then drilling down into the harder questions on data analysis and how your customer experience can benefit from wider data analytical understanding across your teams. Join us while we "try defining quality" and "making sense of the numbers". And always remember "Don't cry for now, it's just Excel!" "Do you know what people need? Basic data literacy. It is the only way to achieve data democracy!"
- Building flexibility and agility into teams - fireside Q&A(Plenary) A chance for our delegates to get 1:1 responses around any of the topics discussed from the event and share some concepts which interest them with the wider network.
Speakers
Richard Berriman · Director, Data Assembly Richard is a career data scientist, having previously worked at PwC as an analytics and strategy consultant, and later setup their AI CoE. He is a co-author of ‘Will robots really steal our jobs?’ and has experience of managing tech start-ups, including as COO of a VC-backed fitness technology business. As a new parent I’ve become much more passionate about the future of education that is focused on quality and outcomes. There is a lot of opportunity to make educational content and experiences that are more relevant and impactful for learners. At Data Assembly we’re building the data education that we want and would have wanted to have. I have two young kids (3 and 1), my own hobbies are on hold for a while
Richard Lewis Jones · CEO/Founder, Sigma Labs XYZ Entrepreneurial MD / Director with 20+ yrs helping Corporates, Private Equity & Venture Capital invest in, build, scale and buy digital ventures. Generally reporting at Board level (whether Private Equity backed or Public)
Tiankai Feng · Head of Product Data Governance, Adidas Tiankai worked in data all his professional life - he started as a Digital Analyst focusing on Marketing Analytics in the wider sense with experience in many industries, and has since then evolved into a Data Governance leader, currently leading the Product Data Governance team at adidas. He is passionate about the "human side" of data and believes that any data team can only be successful if the people around them have a basic understanding and appreciation of data.
Alex Coward · Management Consultant, ARC Virtual Solutions Alex is a Business Consultant and founder of The Business Freedom Method. With a background in operations for Fast Growth SME's, she uses her skill and experience to help CEOs navigate the fast growth landscape without creating a culture of burnout.
Dina Gindy · Data Director, Digitas Did you know that between December 2020 and July 2021, employees reported a 21% increase in burnout and 17% increase in physical symptoms of stress, as well as added work-life balance challenges and overall job stress? (source: meQuilibrium) A fact that leaves a knot in my stomach! Why? Read on... Corporate Escapee | Burnout Recoveree | Creator of 90 Day Client Pipeline Accelerator™ for Freelancers & Online Business Owners | Co-Creator of Balanced Life™ - The Future of Work, Personal Performance & Well-being I left the corporate world in search for "more" after I was diagnosed with a lifelong heart condition caused by stress. Fast forward 2 years and I'm a globally Accredited Coach, NLP Master Practitioner and Business Consultant. I built my coaching business from the ground up and hit 6-figures in less than 8 months. For the past couple of years I obsessed over 3 things: 1 - Performing at my highest ability, as the best version of me, while maintaining my well-being and avoiding burnout. 2 - Helping others build a life of high-performance and balance, for peak fulfilment without the burnout. 3 - Building a program to help new freelancers position themselves as authorities in their fields and generate at least $10k revenue monthly into a profitable business. I'm on a mission to help professionals continue to achieve, without the costs that comes with the process.
Partners
- Zendesk Zendesk is a customer service software company with support and sales products designed to improve customer relationships. We believe that every great customer relationship stems from a conversation, so we built a customer service software company that designs solutions to help foster better customer relationships. Powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Learn more at www.zendesk.com.
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