CCO UK NOVEMBER DRAFT

Overview

Join us for our November Edition 2021!

As the year comes to an end it's time to look over the most critical challenges of the last 2 years, how can opportunities the implementation of enterprise-wide customer-centric approaches and how to develop a Chief Customer Officer roadmap within your organisation.

For the November CCO series of 2021 we will deep dive into;

How are organisations innovating in the digital landscape?

Tools and metrics to drive customer retention, engagement and brand loyalty

Building a business case for CX

Support front line staff to deliver CX delivery

What we will cover

• CX Leaders of Today Inspirational CX leaders and their transformation journeys
• Customer-centric Cultures How to build a culture within your organisation
• The Impact of IoT Assessing how digital and mobiles are disrupting customer interaction with your brand
• Advancing your Chief Customer Officer Role Exploring the strategies involved to demonstrate the value in customer experience investment

Agenda

• 11:00 pm Evolve and Optimise Your Customer and Digital Experience(Plenary) The notion of CX and customer expectations are an ever-changing concept, but over the past 18 months they’ve accelerated like never before. Most likely your business has already invested in improving your overall CX, but... Are you moving fast enough? And are you thinking about CX in the right way? How can you consistently deliver great CX when in a world you’re no longer in full control of conversations and channels? Join Khoros’ VP International, Tom Bailey, in conversation with a Khoros customer Marius for: Expert insights on why CX should be the top priority of every C-suite executive Actionable takeaways: on how brands can keep pace and pre-empt the evolution of digital customer experience & meet customer needs A new perspective: how you can rethink your customer experience strategy
• 11:23 pm Keynote: Customer Journey Centric Digital Transformation(Plenary) This session will address: Customer Journey-Centric Digital Transformation A real case study of how to double online sales and reduce a third of customer service calls in 2 years. Understanding how to design and execute a customer journey-centric digital transformation that results in both customer satisfaction and bottom line impact.
• 11:44 pm Create Meaningful Customer Conversations from Automation to Agent(Plenary) Customers today expect personalised, instantly answers and a seamless experience at every point of contact. One-click convenience is becoming the norm, and there’s no time that’s more critical than when your customer is having an issue. In this session you’ll discover how to create meaningful conversations from automation to agent. AI and customer service automation give brands the power to create the highly personalized interactions customers expect via a chatbot that guides them to find the answers they need instantly or by routing to an agent with all the insight gathered by the chatbot. Join us as we discuss: How to create a seamless, 24/7, customer service experience that meet demanding customer expectations That all chatbots are not created equal - the underlying technology has a profound impact on total cost of ownership (TCO) The key KPIs your company should be tracking for customer service automation success
• 0:02 am Spotlight Speaker - Ryan Tuckwood - How to Achieve Your Goals for Long-term Success(Plenary) Join global sales coach and leader Ryan Tuckwood (SWISH Co-Founder and CEO) as he takes us on a dynamic, inter-active session on goals setting for leaders as we head into 2022. Without goals, we have no clear direction, Ryan will help to transform your mindset and help you develop both personally and professionally. This session will focus on: Habits and behaviours Infinite goal setting How to increase your productivity / your teams productivity
• 0:29 am The AI-Powered Relevance Imperative: How We Will Ride the Wave Together(Plenary) Join Ben Wild, as he uncovers what insights Coveo has about what the future of relevance has in store and how it will help propel your customers digital experiences forward.
• 0:49 am 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
• 1:03 am Amplify and Optimize Your CX Initiatives To Drive Outcomes(Plenary) Knowledge has a key role to play in delivering CX outcomes, but organizations don’t always recognize that they have a Knowledge problem and how it can transform their CX initiatives .
• 1:22 am Keynote: Putting The Customer At The Centre Of Your Marketing Transformation(Plenary) Aligning your MarTech Stack Building a customer-centric culture Creating a Digital Ecosystem
• 1:42 am Delivering an Orchestrated Customer Experience(Plenary) The way organizations deliver customer service, build loyalty and drive growth has been changing non-stop over the last decade with one disruption after the other fundamentally changing engagement with enterprises. In this talk, Greg Weber, CTO of Eventus Solutions Group, will take the audience through an entertaining look back at the industry, before fast forwarding to 2020 and beyond. Customers today are hyperconnected, and expect personalized, contextual, fast, friendly and smart service, willing to share their information in exchange for the "immediate gratification" of a question being answered or a problem solved. From call centers to contact centers to CX, digital transformation continues to have a dramatic impact on the industry, and while today's contact centers have largely risen to the challenge by adopting any number of software technologies and cloud-based services, we are only at the beginning of the next waves of innovation and in order to compete in the future, it's time to study modern contact center frameworks and understand where to invest today. While initial investments in next-generation CX been substantial, the Return on Investment (ROI) has proven in many cases to be very real, including positively influencing the direction of products and services based on extremely valuable and often real time customer feedback. We have more data than ever, and with more powerful networks, cloud computing capabilities and economics, and advanced applications including AI, so much innovation is possible, but how does one make it practical to deliver business outcomes? Orchestration and the harmonization of systems that organize data from multiple sources and affiliate that data with specific, individual customers, so that whenever those customers connect on any channel, on whichever application, from any location reach out for service they no longer have to repeat information, share the same story, or complain about inaction. Rather, they are met with a fast, personalized, optimized and friendly response, whether from a bot or expert agent with information they can use to deliver not just good, but consistently great experiences.
• 2:02 am Panel: Measuring The Success Of Your Customer Experience (CX) Strategy(Plenary) It is imperative to measure the effectiveness of your CX programs and its alignment with your organisations bottom line. This panel will discuss: How are organisations innovating in the ever-changing CX landscape? Tools, metrics and methods to drive customer retention, engagement and brand loyalty Ensuring internal buy-in and building a business case by demonstrating ROI
• 2:26 am Spotlight Speaker - Mark Carter - The Art of Leadership(Plenary) Mark Carter is a globally experienced keynote speaker. Drawing on experience working with blue chip brands in over 40 countries, Mark leverages leadership, culture, sales and behavioural science expertise, along with his natural energy, creativity, and innate ability to relate to any audience. Join this dynamic session as we gain valuable insights into how you can develop your leadership skills, focused on: The evolution of leadership theories and traits The impact of EQ (emotional intelligence) on modern day leadership An overview of the five facets of EQ: what they are and aspects to focus on

Speakers

• Christophe Dhaisne · Head Of Customer Experience, Kindred Group Plc Christophe is the Head of Customer Experience of Kindred Group (formerly Unibet Group), one of Europe’s most successful public online gambling companies. He joined the Group in 2005, entered the Exec team from 2006 until 2010, held several senior management roles within the commercial organization before finding a passion for CX and bringing the customer ‘outside-in’ view into how Kindred Group operates.As Head of Customer Experience, he is responsible for owning the development and delivery of Kindred's Customer Experience Vision and Strategy and for delivering higher customer value through CX and a journey-led approach
• Ian Jones · Head of Strategic Solutions, eGain Corporation Ian has worked on the commercial applications of Artificial Intelligence for over 25 years. Ian's background is consultancy, advising, and implementing decision support systems utilizing a variety of technologies including case-based reasoning, constraint programming, and rule-based systems. He has been involved in working with many large blue-chip companies contact centre and self-service operations, advising and supporting their implementations. He has been involved in guiding the development of customer service solutions for organizations across Europe, North America, and Asia. Ian's assists customers to identify opportunities for the use of eGain’s technology within their environment and to develop vertical solutions for disseminating best practices. Ian holds a BSc. Honors degree in Physics from Imperial College, an MSc in Computing Science, and an MBA.
• Gabriella Lambert · Client Engagement Director, 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.
• 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.

Partners

• Coveo We believe that relevance is critical to winning in the new digital experience economy. Coveo is a market-leading AI-powered relevance platform. We aim to enable our customers to deliver the relevant experiences that we believe people expect in the new digital economy. Our SaaS-native, multi-tenant platform injects search, recommendations, and personalisation solutions into digital experiences. We provide solutions for Ecommerce, service, website, and workplace applications. Our solutions are designed to provide tangible value to our customers by helping drive revenue growth, reduce customer support costs, increase customer satisfaction and website engagement, and improve employee proficiency and satisfaction. Our AI powers relevant interactions for hundreds of the world’s most innovative brands and is supported by a large network of global system integrators and implementation partners.
• Khoros Khoros is a global leader in digital-first customer engagement software. We build enterprise software for digital customer service, online brand communities, and social media management — differentiated by award-winning services with 20+ years of experience. Over 2,000 brands, including 52 of the Interbrand 100 companies, use Khoros to create customers for life. Khoros has over 10 industry awards from TrustRadius, Stevie Awards, G2, and more. Khoros, built from Spredfast and Lithium, is part of Vista Equity Partners with nine offices globally.
• Solvemate Solvemate enables brands to deliver quality customer service through meaningful conversations. Our customer service automation platform is powered by smart conversational AI that allows companies to create highly personalized chatbot conversations at scale, guiding customers to find answers when they need them, so service teams can focus their expertise where it matters most. Solvemate’s unique contextual conversation engine approach means it learns more quickly, integrates more easily and resolves requests faster and more reliably than any other chatbot on the market.
• eGain Corporation eGain customer engagement platform automates digital-first, omnichannel experiences for global brands. Powered by knowledge, AI and analytics, our top-rated cloud software enables effortless customer journeys with virtual assistance, customer self-service, and modern agent tools. To learn more, visit www.eGain.com.
• Tech Mahindra Enabling clients with unprecedented advantage in bringing profound customer insights, technology enablers, operations capabilities to help transform & partner in their pursuit to embrace Digital disruption. We offer improved connected experience across the customer lifecycle with an interplay of digital strategies across multiple channels.

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