Customer Experience Management UK Live
Exploring Strategies to Amplify and Optimise Customer Experience and Service Delivery
Hosted by Factor
- 500 attendees
- 7200 hours
Overview
Once a month, industry leaders in CX will be at the Customer Experience Management Live UK Series. They are committed to delivering transformation strategies that will build agility, speed, intelligence and innovation. A hub for all UK customer experience leaders, where you can offer insights, solutions or simply join as a silent observer!
What to expect
- Speakers
- Attendees 200+
- Hours
- Live Interactions 1:1
What we will cover
- Utilising data driven innovation to create an optimised customer experience
- Synergies between employee experience and customer experience
- Adapting customer experience during COVID-19 and beyond
- How to apply behavioural economics to drive greater customer experiences
Agenda
- Are You Ignoring The Elephant In Your Customer Experience Journey?(Plenary) It’s bigger than you think – and so is the price tag for getting it wrong Are your customer metrics not moving as much as they should be, despite investment in new strategies to meet changing customer behaviours? Why is that? Why does the customer experience journey still fail? What are organisations missing? This illuminating session reveals the challenge so many ignore – and provides solutions to an enhanced customer experience with increased capacity, improved wait times and a 17% reduction in calls.
- A Commitment To Customer Privacy(Plenary) Attend this session to gain insights into: Considerations on why we need a robust data privacy process to protect your customers data Ethical approaches to customer data Sustainable purpose and mission insights
- Global Customer Care Initiatives(Plenary) Attend this session to gain insights into: Consistency of customer support across 365 days (24/7) operations How to manage greater digital customer experience Empathy training for on shore and off shore channels Regulatory differences across the globe
- Creativity Within Communication(Plenary) Attend this session to gain insights into: How to remove and limit silo's and silo behaviour Connecting with employees and consistency of message and experience Creating an advocacy based network Innovation through technology Storytelling via strategy
- Panel: Measuring The Success Of Your Customer Experience (CX) Strategy(Plenary) 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 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 What didn’t work? sharing challenges, obstacles and key learnings
Speakers
Gareth Lewis · Content Creator, Factor Creatively driven, strategic thinker, with a passion for story-telling & story-doing. Working to helping business leaders connect through meaningful and engaging experiences.Christophe Dhaisne · Head Of Customer Experience, Kindred Group Plc I am the Head of Customer Experience of Kindred Group (formerly Unibet Group), one of Europe’s most successful public online gambling companies. I 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, I am 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.
David Poulton · Account Director, Verint With over 25 years operational, tactical and strategic management capability David brings both breadth and depth of experience. Spanning public and private sectors and within a range of operating verticals, David understands the variety of challenges operational managers face and the balancing act they seek between growing or transforming the business of tomorrow whilst managing the business of today.A qualified, seasoned practitioner David calls on this experience to help customers harness people, processes and technology solutions to drive desired customer experience and effective cost to serve.
Partners
Verint
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