Core Themes
Core Themes
Deploying Digital
from CX to DCX to X – how will disruptive technology change the face of customer experience now and in the future? Mobile, wearables, gamification, are you ready?
Serve the social customer
listen, engage, empower; what interactions should you encourage in the public space?
Omni-channel
build, delver and measure “one version of the truth” across all your online and offline channels.
Go Beyond Customer Service
and put customer centricity at the heart of your business culture to create a truly “outside in” approach.
Utilising the full force of your data!
turn data into actionable insights that drive business strategy and transformational change across product, process and service.
Segmentation and personalisation to foster brand loyalty
Reach the right audience at the right time with the right message and create an emotional connection to your brand.
Find the ROI
by making the connection between great customer experience and business outcomes. CSAT, NPS, CES and KPIs, what metrics make sense for you?
PLUS lots more content
covering Design Thinking, Business to Business CX adoption, Voice of the Customer, Employee Engagement and Customer Journey Mapping to highlight just a few…
