CCO UK Live Series - October Edition 2022
Refining workflow strategies and brand promises for customer delight
Hosted by Factor
- 500 attendees
- 31500 hours
Overview
It's no secret that the backbone of any great CX strategy is how effective and reliable its workflows are, over the past decade, we have seen CX teams put a lot of focus on automation and effective workflows and at this point we're bound to have some answers for what works and what does not and how we can get there.
How do we know our messaging and brand promise deliver are reflected in our CX?
How do we get these workflows mapped out the right way?
How do you measure effectiveness and where do you draw the line with technology?
What counts as the right level of automation and when do you know you're compromising more than you're helping the strategy?
Join us during this edition of the CCO Series as we discuss:
How we measure the success of automated workflows
Best strategies in creating the synergies in CX teams' processes and their marriage to the tools they use
How marketing, CX and EX go hand in hand to create customer delight
What to expect
- Speakers 5+
- Sessions 6+
- Physical Attendees 80+
- Virtual Attendees 200+
- Live Interactions 1:1
What we will cover
- Success of automated workflows
- Process and technology How we measure the success of automated workflows
- Leveraging the full potential of automation How we measure the success of automated workflows
- CX & EX How marketing, CX and EX go hand in hand to create a full rounded customer journey
Agenda
- No More Data Copies! How To Simplify Your Data Strategy with Dremio- 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.
- How to balance your CX strategy to be cost effective yet relevant for you customers(Plenary) In today's world retaining customers is heavily reliant on CX experience, yet most organisations feel that their current CX offering isn't seamless while at the same time they are under pressure to increase operational excellence with restricted data access. All CX leaders need to think about a blended & trusted customer journey that enables customers to shop online and in-store with technology-empowered solutions and a human touch. The organisations that balance this blended model, will continue to drive growth during these challenging times. If you are a CX leader looking to understand how to blend technology, in-store & online as a seamless experience, join this edition of the CCO Series, as we get into exploring topics and finding a solution on how: Data utilisation works towards an end goal for both the customer and organisation How to gain and use the right data in a world of privacy obsessed consumers How to use technology that supports the customer journey across the physical & digital world
- Five Big Bets for the Future of CX(Plenary) Technology has made some rapid and creative advancements over the past few years, and much of what we can expect by 2025 is an extension of what we're already seeing today. But by 2030, technology may evolve dramatically faster than we expect, and it will radically change the customer experience landscape. But how will these changes affect your business? What are those 5 big bets and what businesses will need to think about? Join our Chief Technology Officer, EMEA Matthias Goehler as he dusted off his crystal ball and unveiled five big bets for the future of customer experience.
- Morning Tea and Networking Break(Plenary) Studies show that the number of business alliances increases by 25% each year and that those alliances account for nearly a third of many businesses’ revenue and value. However, the failure rate for alliances hovers between 60% and 70%. • Striking a balance between overhyping achievements and acknowledging real success stories. • Creating allies across the board to agree on a measured success, profit and customer loyalty. • Effectively communicating and market the value of customer-centric change to the board for further support and adoption.
- The people connection - breaking out on your own and how to still have the connection to others(Plenary) In this session Silva will explore these key takeaways: Always think long term and don’t cut any ties There is a learning opportunity and a potential new door opening with every new contact Don’t be shy, put yourself out there
- Trends Shaping the Next Decade in Data Data: (Intelligence at the Nexus of Data Mesh, the Modern Data Stack, and Data Fabric)- Alation(Plenary) he 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?
- Is data Democracy the next big shift?(Plenary) As more enterprises are establishing data-centric strategies and democratising their data, we can expect new trends to emerge. Most organizations are aware of the clear benefits from better utilization of their data, yet very few are effectively integrating it into their business. A big part of Data Culture is Data Governance and Data Democratisation while managing the explosion of enormous amount of data. This includes the way data is shared, accessed and utilised. A better data governance system is crucial to data scientists as too much time is spent on cleaning and analysing. While data democracy can be challenging, the considerable benefits cannot be ignored. If the framework and structure is reliable, compliant, and secure, data democratisation can assist in providing better tangible benefits to an organisation. In this session, Domenico will elaborate on key differentiators that makes data democratisation the future for managing big data and realising its value. How businesses today are providing the right tools and are arming all their employees with the knowledge necessary to make smart decisions. Need for Data Protection and Privacy, a structured framework for better governance. How do we optimise and stay on track to continually add value to the organisation?
- Lunch break and Networking(Plenary)
- From cones to words: Augmenting colour communication within and across languages.(Plenary)
- In the cookie-less world, how do we capture and utilise first-party data to enhance the customer experience?(Plenary) Customer experience can mean various things but what does it mean in the digital world? With the growing concerns over privacy, technology companies are deprecating third party cookies as a behavioural tracking mechanism . In order to fully understand the impact of this, Ashish will explore on how organisations can strategically invest in improving first party customer data collection and make use of it to enhance the digital customer experience. This session will explore how we ensure we are capturing the right digital foot-print of our user journey and then re-use it for the greatest value. Questions Ashish will explore include: Will the removal of cookies dramatically change how and why we capture data for customer experience? How do we look at the data journey of a user and make the best use of it? How we leverage the Datamesh approach of governance and make an impact in the Cookie-less world.
- Understanding and utilising the power of data to optimise delivery(Plenary) "Data is everywhere" Megha is going to explore how in the construction industry, data driven customer experience is a relatively new concept which is leading to optimised results and customer satisfaction, but there is still a long way to go. With her unique and fascinating experience working with the Antarctic Survey team, Megha has created systems which allow for greater collaboration between the customer and her design teams to go from assets to systems to networks of systems in a concept build. Join us in this interactive presentation to discuss key issues such as: How do we better capture data to fit our tools? How do we simplify data science so that whole teams can benefit from the power of data? How do we ensure that the customer experience is at the centre of our data and driven by it?
- Afternoon Tea and Networking(Plenary)
- How to win the war on Talent in Data Analytics - move beyond the stale ‘post linked in’ talent acquisition tactics.(Plenary) Inability to hire the right Talent is the number one reason Data Analytics initiatives fail, say Gartner. Does your company struggle to recruit the best talent for your positions? Are you reliant on out-dated practices to find and retain good talent? What does headhunting really look like? How do you access the full talent pool and attract the perfect candidate? In this session, Jeremy will explore how to access the right talent for your business across industries & practical steps you as a leader can take to make this happen. He will explore the myths surrounding talent shortages and the supposed "war on talent" in the data space. He will discuss how your business can change their hiring aims and style to access talent beyond the 10% of active talent on LinkedIn & Job Boards, and instead appeal to the more passive Talent that only the best recruitment processes & methods can access.
- Closing Remarks Sit-Down(Plenary)
Speakers
Domenico Palmieri · Head of Ads Data Capabilities, Financial Times I help brands to effectively measure success of their advertising activities by developing and enhancing the FT’s advertising data ecosystem. This, in return, shapes better and more relevant advertising narratives for the users. I'm a pro-active and enthusiastic professional with 7 years + of experience within the digital advertising and media industry, specialized in data and business intelligence operations. What I love the most is establishing new business functions, nurturing team members and growth business by leveraging data and building scalable tech products. I think my job is all about helping people by creating meaningful brand experience through first-class measurement and data solutions.
- Dimitris Mylonas · Assistant Professor in Computer Science and Course Leader of Data Science and Philosophy & Cognitive Science programmes, Northeastern University, London Dimitris Mylonas is an Assistant Professor in Computer Science and Course Leader of Data Science and Philosophy & Cognitive Science programmes at Northeastern University London. His research focuses on the intersection of perceptual, cognitive, and linguistic aspects of colour. Dimitris is Chairman of the study group ‘Language of Colour’ of the AIC, committee member of the Colour Group (Great Britain) and co-organiser of the ICVS 2022 and Wittgenstein & AI 2022 conferences.
Veronica Amestoy · Chief Customer Engineer, Google 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 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.
Ansgar Koene · Global AI Ethics and Regulatory Leader, EY My current work focuses on the development of design and regulatory tools to maximize the beneficial use of information technologies and minimize negative consequences on people and society. I have a multi-disciplinary research background, having worked and published on topics ranging from Policy and Governance of Algorithmic Systems (AI), data-privacy, AI Ethics, AI Standards, bio-inspired Robotics, AI and Computational Neuroscience to experimental Human Behaviour/Perception studies. I hold an MSc in Electrical Engineering and a PhD in Computational Neuroscience. My current work focuses on the development of design and regulatory tools to maximize the beneficial use of information technologies and minimize negative consequences on people and society. I have a multi-disciplinary research background, having worked and published on topics ranging from Policy and Governance of Algorithmic Systems (AI), data-privacy, AI Ethics, AI Standards, bio-inspired Robotics, AI and Computational Neuroscience to experimental Human Behaviour/Perception studies. I hold an MSc in Electrical Engineering and a PhD in Computational Neuroscience.- Matthias Göhler · Chief Technology Officer (CTO), Zendesk Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk´s vision for innovation in customer experience based on the needs of EMEA customers. He is passionate about helping brands realize their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty. Matthias has more than 20 years of experience in technology and SaaS industries. He joined Zendesk from SAP where he spent the last 10+ years in their Customer Experience practice building up an industry portfolio for Customer Experience. Prior to SAP, Matthias worked with Gemini Consulting with their strategy practice. Based in Mannheim, Germany, Matthias also volunteers his time as a coach for various start-ups and social projects.
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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