We are now living in a new customer experience-led economy. Companies are moving away from traditional customer services and towards the customer experience to delight, inspire and wow - digging deeper into customers need for a good memorable experience which they can then share on social media. The fragmented digital landscape has been instrumental in changing the goalposts and the touch points with customers. Not only must the experience be seamless across all channels but all members of staff must buy-into a clearly defined corporate brand experience mission. The problem is that the phrase ‘customer experiences’ is much used and abused – and needs to be re-defined, embedded throughout the organization and its ROI measured effectively.
UNLEASHING CUSTOMER EXPERIENCE EXCELLENCE SUMMIT 2014 offers heads of marketing and CMO’s, leaders
of sales & customer services and loyalty, CRM and data, plus senior market research and customer insights professionals the chance to be part of an dynamic new program of leading CX speakers. The focus will be on sharing ideas and best practices and on how to build a team of customer centric professionals within your own organization. The summit vision is to create a gathering of the best European customer experience professionals who want to be part of a collective conversation to take their customers on a journey to the next level of development.
WHAT YOU WILL LEARN
We believe that human progress relies on the advancement of good ideas. The new customer experience economy aims to create thoughtful and entertaining discussion on the key drivers of the customer journey. Join us for two days of engaging and relevant strategic learning and expert-led presentations, speed sessions, brainstorming and connecting thinking.
HEAR THE HOTTEST CX IMPEMENTATION TOPICS:
How to improve customer experiences and embed the latest CRM and loyalty tools
Build new partnerships for market growth locally and internationally
Develop more seamless multichannel customer strategies: across mobile, point of purchase and online
Identify trends and innovations for succeeding with a customer experience–driven strategy
Harness new technologies from big data analysis to analytics
Bringing theatre to your brand and reduce churn through better customer experience
Examine the trend of ‘show-rooming’ and work with digital channels
Understand customer behavior, neuroscience, behavioral economics and segmentation strategies across the customer journey
Customer segmentation from Gen Y to older Gen: Predicting customer behavior, purchase probability
Harness talent and motivate staff to become brand champions and customers become advocates