Experience Conference The 6th Annual Customer...Make the virtual more human! Communicate your...

Official Speaker Invitation

4 t h M a r c h 2 0 2 1 , C e n t r a l L o n d o n

The 6th Annual CustomerExperience Conference

CONFERENCEOVERVIEW

It is with great pleasure I am writing with aninvitation for you to speak at The CustomerExperience Conference as it returns toLondon on the 4th March 2021 for its sixthyear.

This year will explore the future of customerexperience as we look at the impact ofunprecedented change, crisis and digitaltransformation and explore tactics toreconnect with customers by l istening totheir feedback, understanding the latestconsumer expectations and behaviours andimplementing next-level automation to drivea unique and personalised end-to-endexperience.

I would love to have you join our speakerfaculty to share your experiences and insightsat this unique brand-led event.

Sessions are taken ever so quickly so if youwould l ike to reserve a speaking slot or if youhave any questions, please do let me know.

Best wishes,Claudia Davidson

Conference ProducerGlobal Insight [email protected]

One-Day, Brand-Led EventWHY SPEAK?

30 Cross-Sector, Brand-SideSpeakers In 1 Day

Free Attendance For Speakers

Discounted Passes ForColleagues & Contacts

Senior-Level Networking

Brand & Personal Recognition

OPPORTUNITIES

Dedicated & PracticalConference - Not A Huge Expo

Co-Chair the morning ofafternoon

Present a sesssion (20minutes)

Join a panel (30 minutes)

Facil itate an informalbreakout discussion

Jasmine Jenken, +44 203 479 2299 [email protected]

OUR 2020 SPEAKERS INCLUDED:

Claudia Davidson +44 203 479 2299 [email protected]

Whether you are interested intaking a presentation slot in

front of the entire delegationor leading a more informalgroup breakout discussion

session, we have somethingfor you. An overview of thevarious available speaking

slots can be seen below. Wealso welcome your ideas forthe programme, but please

note that while we do ourbest to include specific casestudies or topic suggestions,the agenda is tailored to ouraudience research, focusing

on the 'hot topics' ourresearchees wanted to hear

about.

MORNING SESSIONS AFTERNOON SESSIONS AM Co-Chairs PM Co-Chairs

PEER-TO-PEER DISCUSSIONS


AGENDA AT A GLANCE

THEAGENDA

Co-Chair The Morning Or AfternoonShare opening/closing remarks, introduce speakers and facilitate panels and Q&A -

a great way to have a presence on the day, with no presentation needed.

Changing Expectations & Behaviours- PANELOur Journey To Digital - CASE STUDY Voice Of The Customer Today Trust, Loyalty, & ReputationEngaging Employees - PANEL

1.

2.3.4.5.

6. Next-Level Customer Journeys 7. Actioning Customer Insight 8 Automation & Technology 9. Measuring ROI10. The Future of CX - PANEL

a) CX On A Budget b) Personalisation c) How Can CX Drive Continuous Improvement d) Vulnerability & Accessibility e) Bridge The Gap Between UX & CX f) Negative CX & Complaints g) Customer Service Design Thinking

h) Creating Emotional Connections


PANELQ&A

THEAGENDA

2.

1.

MORNING SESSIONS


It only takes two months to form a habit: after COVID-19, what are customers’ priorities andhow can your business stay one step ahead and adapt to meet their ever-changingexpectations?From Gen Z to the over-75s, customers are becoming more demanding and specific in theirneeds, how can you ensure you are using the right strategies to target your entire customerbase?Is online shopping here to stay or are they craving the in-store experience? Keep pace withdifferent customer expectations and trends to deliver extraordinary, pain-free experiences

Changing Behaviours & Expectations What Do Customers Really Want Now? Tap Into The Latest Changes In Customer Behaviours,Trends & Habits To Consistently Exceed Expectations

When technology was our only option, how did we accelerate our digital strategies to deliverthe highest standard of customer experience? Make the virtual more human! Communicate your organisational values and provideindividual, personalised customer experiences over the screenNot every customer is online, how can you create a blended strategy which is flexible andaccommodates offline consumers to avoid disconnection and alienation?In review: what virtual customer experiences are we building into business as usual for thefuture?

Our Journey To Digital - Case Study Real-Life Experience: As COVID-19 Forced Accelerated Digital Transformation, What WereThe Challenges & Successes & What Have We Integrated Into Future Business?


PANELQ&A

THEAGENDA

MORNING SESSIONS


How do you tangibly understand the quality of your customer relationships, trust levels andperception of your brand? Aside from NPS, what other methods are effective in capturing and measuring customerfeedback to make your customers feel listened to and valued?Learn from your mistakes! Perfect your complaints culture and use feedback, both positiveand negative, to drive continuous improvement and gold-standard customer experiencethroughout your organisation

Voice Of The Customer TodayThe Voice Of The Customer Has Never Been Louder: Make Sure You Are Tuning In, Measuring &Embedding Consumer Feedback In Your Strategy

3.

4.

Strengthen reputation and rebuild rapport with your customers to make them feel connectedand engaged with your organisation – and happy to return!Novel methods to reward customer loyalty and encourage repeat business to boost bottom-lineresults and generate ROIPush vs. pull: assess and balance customer pain points and frustrations against shiny, newinnovations to really focus your improvement efforts on customer needsBut what does your brand stand for? Ensure your business values align with your customers toboost brand reputation and long-term customer affiliation

Trust, Loyalty & Reputation Build Trust & A Robust Brand Reputation To Retain Your Customer Base, Connect Emotionally &Ensure High Retention Rates Even Through Uncertainty


PANELQ&A

THEAGENDA

MORNING SESSIONS


PEER-TO-PEER BREAKOUT DISCUSSIONS

Share your experiences and insights and encourage discussion and best-practice sharing in asmall, informal group for approx. 20 mins after the lunch break - no presentation needed. Feel

free to suggest a topic, or choose from the below:

a) CX On A Budget b) Personalisation c) How Can CX Drive Continuous Improvement d) Vulnerability & Accessibility e) Bridge The Gap Between UX & CX f) Negative CX & Complaints g) Customer Service Design Thinking

h) Creating Emotional Connections

5.

Customer and employee experience – two sides of the same coin! From front-line workers to C-suite, how can you engage employees and cement the importance of the customer throughout?Customer experience begins with recruitment: how can you train your employees to ensurethey live and breathe excellent customer relations from their first day and reflect the truevalues of your organisation? Ensure employees feel valued, appreciated and supported to deliver personalised serviceswhich ensure the human touchDon’t forget your employees! Check in with your team to monitor the success of CX strategiesand highlight any errors before they reach your customers

Engaging EmployeesIngrain Customer-Centricity Within Your Internal Culture For Gold-Standard CX Strategies ToDrive Long-Term Business Performance


PANELQ&A

THEAGENDA

AFTERNOON SESSIONS


6.

7.

What are the most effective data strategies to combine insights across multiple channels andbuild the most accurate snapshot of your customer base? How can you action data in the right way to segment your customers and deliver experienceswhich truly match their needs? It has never been more important to know your customer, ensure data insights are tied to realbusiness objectives to drive customer-centricity from the board room to contact centresKeep checking in! Once you have actioned insight-led decisions, ensure they continue to land inthe right way – and know when to make further improvements

Actioning Customer Insights Harness Customer Research, Analytics & Data For Actionable Insights Which Drive Customer-Centric Experiences & Boost Bottom-Line Results

Take a walk in their shoes: understand how customers interact with your business today to createnext-level experiences from offline to online channelsFacebook Messenger, WhatsApp, apps, websites, blogs… tap into the latest trends in virtualcustomer experience to achieve the optimum multi-channel mix which fits your business’ needs anddrives personalised experiencesExplore the best tools and technologies to understand and map your customer journeys andtouchpoints to across multiple channels Tips and tricks to seamlessly blend customer touchpoints to perfect smooth omnichannel journeys

Next-Level Customer Journeys Build Effective Customer Journey Frameworks & Step-By-Step Guides On Delivering Seamless Multi-Channel Experiences


THEAGENDA

AFTERNOON SESSIONS


How do you translate an easy customer journey into pounds and pence? Tactics to measurethe immeasurable and put a pound value to your CX strategiesIt has never been more important to gain leadership buy-in, how can you translate yourmetrics into easy-to-digest reports to win executive investment?Do more with less! When budgets are tight, effectively measure the success of your CXstrategy to ensure revenue is being focussed in the right areas

Measuring ROI Utilise The Latest Measurement Techniques To Prove The True Value Of Your CustomerStrategies & Win Long-Term Executive Buy-In

8.

9.

Chatbots, virtual assistants, apps, machine learning, automation: what are the most effectivetechnologies to ensure your customers get what they want when they need it?When budgets are tight, what are the best cost-effective tech and tools to improve customerexperience but not lose the personal, human element? Tie new tools to business success! Demonstrate the business and customer impact of yourtech and secure leadership buy in

Automation & Technology Best-Practice, Real-Life Examples Of How To Win Executive Buy-In, Implement AutomatedTools & See Bottom-Line Business Improvement


AFTERNOON SESSIONS

THEAGENDA

Alternatively... Co-Chair The Morning Or AfternoonShare opening/closing remarks, introduce speakers and facilitate panels and Q&A - a great way to

have a presence on the day, with no presentation needed.

Keep your finger on the pulse! Review which innovative customer strategies will endure into 2021and which will be left behindAs we move into the ‘new normal’, what do we need to do to position CX at the centre of strategyand power business and commercial success?Can we prepare for the unknown? Practical advice to mitigate risk and build a flexible CX strategywhich can adapt to an uncertain future

The Future of CXCement The Strategic Role Of CX & Customer Service To Prepare Your Business For The Unknown &Deliver The CX Trends & Innovations For 2021 & Beyond

10.

WHAT NEXT?

A photo of yourselfYour company logoYour name, job title and company (as you’d like them to appear)A short biography Your contact details - work telephone, mobile number and work address (forour internal use only)

To confirm you as a speaker, there are just a few quick details we'llneed for marketing materials:

1.

Claudia Davidson, Conference ProducerGlobal Insight Conferences

[email protected]+44 (0)20 3479 2299

Confirm Your Place Today

Sessions are always reserved ever soquickly, so do let me know if this

would be something of interest toyourself or someone in your team.

[email protected]+44 (0)20 3479 2299

W e W o u l d L o v e T o H a v e Y o u J o i n O u r 2 0 2 0S p e a k e r F a c u l t y . . .

C O N F I R M Y O U R P L A C E T O D A Y !

Claudia Davidson, Conference ProducerGlobal Insight Conferences

[email protected]+44 (0) 20 3479 2299

Experience Conference The 6th Annual Customer...Make the virtual more human! Communicate your...

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