N/A CCO UK Live Series - August Edition 2022

Overview

Many organisations are adept at measuring transactions and discrete events. Customer emotions and behaviour are harder to measure. Measuring the impact of the CCO in ultimate terms of revenue and profit is a challenge. This difficulty in measurement is perhaps the single, greatest reason for the CCO’s role being one of the more fragile in the c-suite.

CCOs also tend to struggle with self-advocacy and so during this edition of the CCO Series we take a closer look at what it means to create an environment with a unified approach across the business to ensure not only the mission of the CCO but also the realisation of the business goals through better CX.

Join us during this this edition of the CCO Series as we look into:

Creating a path to achieve and gain support from all business units

Striking a balance between overhyping achievements and acknowledging real success stories

Organisational goals and clear monetisation of CX Improvement

Effectively communicating and market the value of customer-centric change to the board for further support and adoption

Effective scanning of the market for the right tools and technologies to fast track your delivery and CX Improvements

What to expect

• Virtual Attendees 200+
• Sessions 6+
• Live Interactions 1:1
• Speakers 5+

What we will cover

• Monetisation of CX Improvement Understanding the organisational goals and clear monetisation of CX Improvement
• Communication and adoption Effectively communicating and market the value of customer-centric change to the board for further support and adoption
• Executive support Creating a path to achieve and gain support from all business units
• Technology as an agile enabler Effective scanning of the market for the right tools and technologies to fast track your delivery and CX Improvements

Agenda

• 11:00 pm Welcome Note:(Plenary)
• 11:05 pm Thought Leadership: Building Resilience and Sustainability in Supply Chains(Plenary) For many supply chain leaders, the focus goes behind efficiency and cost control to support growth and build agile, resilient enterprises.
• 11:25 pm Keynote: Transitioning from CX Focused Frontline Teams to a more CX Focused Management(Plenary) CX is important to the success of any business and relates to all aspects of a business. The frontline team is primarily responsible for dealing directly with customers and therefore are a CX focused team. Management does not interact directly with customers in the first instance. However, it is important to have a CX focused management team. Join this session to learn. Transitioning from CX focused frontline teams to a more CX focused management Create a customer focused mindset across the board by bridging the gap between HR and CX Embracing a rapid testing and evaluation mindset: Constant Utilisation of data to assess CX growth Supporting the company wide mindset by setting clear milestones and targets for CX teams
• 11:45 pm Thought Leadership: How to Deliver Better Customer Experience(Plenary) Here we cover all aspects of creating the best CX experience, from customer service skills, touch-points, customer interactions, customer service strategies and many more.
• 0:05 am Keynote: Create a Customer Focused Mindset Across the Board by Bridging the Gap Between HR and CX(Plenary) Is it important for the CX team and HR team to work together to create a better experience for both employees and customer. Some may argue that HR and CX go hand in hand. But what strategies can businesses implement to bridge the gad between HR and CX. Join this session to learn: Transitioning from CX focused frontline teams to a more CX focused management Create a customer focused mindset across the board by bridging the gap between HR and CX Embracing a rapid testing and evaluation mindset: Constant Utilisation of data to assess CX growth Supporting the company wide mindset by setting clear milestones and targets for CX teams
• 0:25 am Keynote: Embracing a Rapid Testing and Evaluation Mindset: Constant Utilisation of Data to Assess CX Growth(Plenary) CX is important to businesses as it is way to stand out amongst its competitors. Data is tool that can be used by businesses to not only attract new customers, but it also improve on their CX. Join the session to learn: • Transitioning from CX focused frontline teams to a more CX focused management • Create a customer focused mindset across the board by bridging the gap between HR and CX • Embracing a rapid testing and evaluation mindset: Constant Utilisation of data to assess CX growth • Supporting the company wide mindset by setting clear milestones and targets for CX teams
• 0:45 am Panel: Workshopping your CX Road Map for the Future(Plenary) In this panel session we will speak with CX leaders on: Creating the best road for your organisation How to spot problems before they arise Creating the right structure
• 1:05 am Closing Note(Plenary)

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