CCO UK Series - October Edition 2021
Amplify and Optimise Your CX Initiatives To Drive Outcomes
Hosted by Factor
- 500 attendees
- 12300 hours
Overview
In today’s rapidly changing digital environment, organisations must create value from their CX initiatives to meet the needs of digital customers. Therefore, it is imperative to measure the effectiveness of your CX programs and its alignment with your organisations bottom line. This edition 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
What didn’t work? sharing challenges, obstacles and key learnings
What to expect
- Live Interactions 1:1
- Sessions 5+
- Hours 2+
- Virtual Attendees 200+
What we will cover
- 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
Agenda
- 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
- Keynote: Using Data To Drive Innovation(Plenary) In this session: Using data to deliver CX brand loyalty and customer satisfaction Develop a customer-first strategy that aligns with people, processes and technology Measure and optimise your CX programs in real-time and improve CX
- 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 .
- Keynote: How CCOs And CFOs Can Align To Deliver Customer Experience Strategies(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
- 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
- Networking Break(Plenary)
- 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.
- Using Video Marketing to Drive Customer Engagement(Plenary) Digital transformation is compelling businesses to change their business models and adapt to the new market reality. Surprisingly, it’s not the companies that are driving this change. Instead, the change is being driven by the customers according to their preferences and needs. Two-thirds of the CEOs of companies across the globe have shifted their focus from traditional, offline strategies to modern digital strategies like visual engagement tools to improve the customer experience. Did you Know: 92% of marketers say that video is an integral part of their marketing strategy, showing that the importance of video is only increasing 84% of people say that they’ve been convinced to buy a product or service by watching a brand’s video There has been an 800% increase in global watch time of ad-supported and purchased feature-length movies in the past year It is estimated that the average person will spend 100 minutes every day watching online videos in 2021 TechM is geared to tap on the most consumed and lucrative customer interaction medium which is Video. We have a Digital-First Customer-Centric offering that is design, curated, built and deployed to deliver a quick, crisp customized video that can be viewed across channels. Our offering can be leveraged across the entire customer journey to impact key metrics such as i mproved s ales c onversion, en hance o nboarding or Purchase experience, s eamless i nteractive s upport, i ncrease c ustomer l ifetime v alue and r educe customer c hurn. Tech Mahindra brings you: An Innovative customer centric solution on the most consumed channel Deep domain expertise with a ready stack of use cases Value delivered by declining costs to serve, enhanced customer lifetime experience and reduced churn
- Panel: Develop Personalized Customer Interaction Across Multichannels(Plenary) Fast track improve and innovation through real time data and personalisation Deliver a seamless, personalised and real time experience for the future of CX Helping your organisation and brand stay ahead of the curve
- Keynote: Unlock The Real Business Value In Your Customer Data(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
Speakers
Loan Kiss · Portfolio Manager, Factor I am a strong conference/events and content management professional, with 11+ years experience in managing commercial conferences, content and event production teams. I have successfully launched and grown event programs across a range of industries. I have a strong track record in launching new events and growing annual large scale events.
Richard Rawlinson · CXO - Global Client Champion, Markets.com 20 glorious years of sales, team building, product building, coaching and management has led me into the wider commercial aspects of running trading business’ - regulation, operations, communications, building teams, and generally implementing winning Go-to-market strategies that put the customer 1st. I’ve developed plug and play, one to many and one to few methodologies, to grow top and bottom lines and provide maximum forward guidance and visibility to necessary stakeholders whilst always ensuring the customer journey and engagement is top priority.
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.
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.
- Tech Mahindra Tech Mahindra offers innovative and customer-centric digital experiences, enabling enterprises, associates and the society to Rise. We are a USD 5.1 billion organization with 126,200+ professionals across 90 countries helping 1058 global customers, including Fortune 500 companies. We are focused on leveraging next-generation technologies including 5G, Blockchain, Cybersecurity, Artificial Intelligence, and more, to enable end-to-end digital transformation for global customers. Tech Mahindra is one of the fastest growing brands and amongst the top 15 IT service providers globally.
- 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.
- 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.
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