C R E A T I N G I N T E G R A T E D C U S T O M E R E X P E R I E N C E S

9TH OCTOBER & 10TH OCTOBERTHE WALDORF HILTON, LONDON

M E E T L I K E - M I N D E D C O L L E A G U E S

CXForum is the place for decision makers from the fields of Customer Experience, Customer Insight, Market Research, Marketing & Sales, Touchpoint Management, Quality & Service Management, IT Management, Customer Intelligence Analysts, Loyalty Management

CXFORUM2018

CXDRIVING ENTERPRISE

CREATED AND HOSTED BY

WELCOME TO CXFORUM 2018 CREATING INTEGRATED CUSTOMER EXPERIENCES We walk around with diamond bags and complain that our luggage is too heavy. However, we focus too often on collecting more data – yet neglecting the opportunities hidden in the insights we already have.

Enterprise CX means driving customer centricity throughout the business and establishing a continuous improvement process.

At our 4th CXForum in London, a leading customer experience conference, experts from industry and business will present methods for the collection of data and discuss the organisational requirements for effective action. Only those who create the right framework in the company can successfully implement their CX strategy in order to meet the increasingly complex requirements of customers, generate positive experiences, and secure the economic success of the company in the long term. Based on best practices you will learn how to:• Engage employees and excite stakeholders to differentiate your business with a superior, holistic CX.• Use the latest technologies to evaluate customer experiences, even if you do not receive feedback.• Design, create and connect the digital and offline customer journey in order to drive passionate customer enthusiasm at all touchpoints.• Establish a customer-centric company and actively involve all employees.• Design and implement a closed-loop VoC system that is aligned with your goals.• Demonstrate the ROI of CX to achieve support for the CX program within the company.

We look forward to seeing you!Yours sincerely

Stephan ThunCEO International

LOOK FORWARD TO • DISCOVER CURRENT CX TRENDS IN ONE DAY

• INSPIRING PRESENTATIONS – FROM MOTIVATIONAL KEYNOTE TO PRACTICE ORIENTED BEST CASES

• MORE THAN 130 DELEGATES FROM DIFFERENT INDUSTRIES

• EXTENSIVE NETWORKING OPPORTUNITIES

CXFORUM2018

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

TOPICS

• CX-GOVERNANCE. Who is responsible for CX and how do you ensure that all activities pursue a common goal? Discover how CX governance can help you overcome the structural barriers to success. We show you how to best organise the responsibilities for CX, what to consider when defining your goals and how to develop an efficient measurement system that maps the complete journey of your customers.

• CX ROI - MEASURING SUCCESS. Learn how to demonstrate the impact of your CX program on your business success. Discover the relationship between individual CX activities, sales and investments. Find out which CX metrics you should rely on and which customer groups will benefit most from increased satisfaction.

• TRANSFORMING CUSTOMER FEEDBACK INTO CX MEASURES. Successful companies are characterised by the fact that they quickly adapt their CX activities to the needs of their customers. Dis cover how to continuously listen to the customer‘s voice and make the necessary changes that make a real difference. • UNFORGETTABLE MULTI-CHANNEL EXPERIENCES IN THE DIGITAL WORLD. With the growing expectation of getting unlimited access to information, sharing feedback and communicating with brands through different digital channels, it‘s not always easy to keep track. Learn how to inspire, measure and control customer enthusiasm at every digital touch point. • EMPLOYEE ENGAGEMENT - BUILDING A CUSTOMER-CENTRIC CORPORATE CULTURE. You can only create exceptional customer experiences if you take your employees with you. We present the latest methods for you to use the potential of your employees. Learn how to get your employees excited about CX and how to measurably increase customer satisfaction and retention.

• AVANT-GARDE TECHNOLOGY & INNOVATIONS. Learn how artificial intelligence, automation and predictive analytics can be successfully applied to your CX strategy. Discover what other exciting inno- vations can be expected in the near future.

CXFORUM2018

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

CXFORUM2018

TUESDAY, 9TH OCTOBER

7:00 PM Welcome Drinks & Networking (open to all delegates)

TEMPORARY AGENDA TUESDAY, 9TH OCTOBER 1:00 - 2:00 PM Registration & Networking Lunch

Workshop 1 (With pre-registration) Customer Journey Mapping – Integrating the customer‘s perspective into the CX strategy.

Workshop 2 (With pre-registration) Employee Experience – A good employee experience does not only increase employee loyalty and productivity. Employee Experience (EX) can easily become the engine that boosts your customer experience to unimagined heights. Discover how to weave in EX in your overall CX strategy and how to reap the rewards.

Workshop 3 (With pre-registration) What is Expected from a CX Manager? – In the workshop with experienced CX practitioners and those interested in CX, we work out which tasks CX managers can perform and how they can successfully implement them.

4:30 - 6:00 PM Workshop 4 (With pre-registration) Customer Service: A basic building block of the customer experience – How you can use the latest technologies for CX and CSM to create a satisfying customer experience from the first contact.

Workshop 5 (With pre-registration) Linkage Analysis – How you can determine the added value of your CX activities by correctly linking operational, customer and emplo-yee data.

2:00 - 4:00 PM

Workshop 6 (With pre-registration) The art of successful survey design – Best practices around the development of surveys in order to achieve a higher feedback and completion rate.

4:00 - 4:30 PM Coffee Break

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

TEMPORARY AGENDA WEDNESDAY, 10TH OCTOBER 8:30 AM Registration & Breakfast

9:30 AM Opening Address

9:45 AM Expert insights: Trends & Barriers in Customer Experience

10:15 AM Expert Insights: ROI - Define and measure the added value of CX

10:45 AM Expert Insights: Using new technologies correctly to reach customers and evaluate feedback, even if you do not receive any feedback

11:15 AM Coffee break

11:45 AM Expert Insight: Sustainable mobilisation through innovative CX management

12:15 AM Employee commitment - building a goal- and purpose-oriented corporate culture

12:45 AM Networking Lunch + Ask the Experts

2:15 PM Best Practice: Transforming Customer Experience into CX measures

2:45 PM Best Practice: CX Governance

3:15 PM Best Practice: Design and implement closed-loop VoC system, that is aligned to your goals

3:45 PM Best Practice: Overcome the barriers with CX-Governance, that often stand in the way of CX success

4:15 UHR Closing & Networking Drinks

CXFORUM2018

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK

REGISTRATION

Be part of one of the most comprehensive Customer Experience conferences in the UK and register atwww.cxforum.co.uk. As the number of delegates is limited, we kindly ask you to register in a timely manner. We double checkeach registration carefully in chronological order and will send you a confirmation email shortly afterwards.

WWW.CXFORUM.CO.UK

CXFORUM2018

Very Early Bird Ticket

(until 01/06/2018)

Conference£119 + VAT

Conference + Workshop£169 + VAT

Early Bird Ticket

(until 14/09/2018)

Conference£169 + VAT

Conference + Workshop£219 + VAT

Standard Ticket

(from 15/09/2018)

Conference£219 + VAT

Conference + Workshop

£269 + VAT

DRIVING ENTERPRISE CX

TESTIMONIALS 2017 FROM LONDON AND FRANKFURT

CXFORUM2018

“I’m here because I love to be amongst other CX professionals to share my story and get feedback on what we are doing.” Virgin Galactic

“The mix of topics and speakers was very well chosen. The event was once again very inspiring.” Daikin

“With the issues we are facing it’s really nice to see we are not alone and these things are endemic

across other industries. It’s so good to learn how others overcome them!” HSBC

“Customer journey mapping done this way is something I will be taking back to management to see how we can embed this into our process at JCB.” JCB

ANY FURTHER QUESTIONS?

Email us at uk@maritzcx.com or call us at +49 40 369 833 21 if you have any further questions to this event.

“We are shaping the future of what this discipline looks like at conferences like these. As peers in the industry, we need to work together to define what best practice is to get a seat at the table with executives and the board.“ Bain & Company

DRIVING ENTERPRISE CX WWW.CXFORUM.CO.UK