SUMMIT AGENDA: DAY 2 – 3 April 2019
09:00 KEYNOTE: Driving organisational change to enable CX success
• Creating the right environment for CX to change the organisation
• Mobilising effort, energy and operating rhythm to drive real change
• Empowering your team to drive CX success
• The transformation imperative and hygiene factors paradox
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09:50 CASE STUDY: Cultivating top-level buy in for Customer Experience
• Attaining the highest level of support to drive hard-core change in the organisation
• Communicating the benefits of CX to the CEO and board in a language they understand
• Ensuring leaders buy-in and drive change throughout the organisation
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09:00 KEYNOTE: Building a new kind of customer loyalty at eBay
• The evolution of customer loyalty and why customers are willing to pay for privilege
• Crafting the customer journey through a new product offering
• Changing the focus of a market leader to customer centricity and brand building
• Navigating an overwhelming volume of customer data to drive customer centricity
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11:50 CASE STUDY: Balancing reactive and proactive CX functions
• Maintaining a successful balance between strategic and operational
• Determining which trends to pick up, and which to drop
• Prioritising current as well as future projects in a fast-paced environment
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12:40 Lunch and Networking
13:40 CASE STUDY: Cultivating a robust customer-centric culture
• Determining the best strategy for cultural improvement
• How to report progress towards customer-centricity
• Integrating CX accountability into touchpoint roles
• Changing the way employees make decisions to grow your CX culture
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14:30 Service Delivery Excellence: Creating An AI-Powered Experience That Improves Customer Satisfaction and Drives Costs Efficiencies
• Re-defining service offerings and interactions using human centred design principles
• Improving agility and efficiency of customer experience management through AI-powered digital experiences
• Bringing efficiency to service delivery by automating & streamlining back-office activities
• Taking your organisation through a cultural transformation
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15:20 CASE STUDY: Face-to-face Customer Experience
• Delivering consistent customer experience with walking, talking and thinking touchpoints
• Managing CX with a massive and diverse employee network
• Ensuring customer experience is realised when you have comparatively little visibility
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