26 - 27 November, 2019 | Sheraton Stockholm Hotel, Stockholm, Sweden
Conference Day One
8:00 - 8:50 REGISTRATION AND WELCOME COFFEE
8:50 - 9:00 WELCOME SPEECH AND CHAIR’S OPENING REMARKS
9:00 - 9:30 THE UNIGNORABLE LINK BETWEEN CX AND EX
- How should internal structure reflect the convergence between CX and EX?
- Hear examples of companies who are doing this well and the return they are seeing
- What should you be prioritising? Technology or design and culture?
- Employees are the representatives closest to the customer and their brand perception – how do we look after them?
9:30 - 10:00 AI-POWERED CONVERSATIONAL COMMERCE: A NEW ERA OF CUSTOMER EXPERIENCE
Innovative brands around the world are redefining customer experience and rapidly adopting messaging as the heart of their customer care, sales and marketing strategies. This year, leading telcos are servicing customers through WhatsApp, travel companies are reimagining the hospitality experience through messaging-powered concierge services, and retailers are selling products through Apple Business Chat and completing transactions through Apple Pay. Every step of the customer journey is now conversational.
Join LivePerson as they discuss the latest developments in Conversational Commerce. Hear how the world’s leading and most innovative brands are using new messaging, AI and automation capabilities to transform the way they communicate with their customers across the entire customer/brand lifecycle – from product discovery, through to engagement, sales, service and upsell.
10:00 - 10:30 HOW ARE CUSTOMERS TO YOUR CUSTOMERS VIEWING US?
Kati will share her expertise on the importance of knowing the brand values you want your business to be associated with by your customers and employees. Kati will discuss her vision of creating a culture of employee inspiration as an additional layer to Maslow’s basic hierarchy of needs in order to raise the benchmark of employee satisfaction to employee commitment which has been proven to increase productivity. Furthermore, inspired employees are reported to be 125% more productive than satisfied employees. So how do you inspire your employees?
10:30 - 11:00 DRIVING CONTINUOUS CONVERSATIONS TO INCREASE EMPLOYEE ENGAGEMENT
Learn about the shift from traditional processes toward real-time feedback and how empowering managers to have more impactful and regular conversations has never been as important. Glint will share their insight on how to drive quality conversations with your employees and identify focused actions for improvement. Join us and ensure you walk away with ideas on how exactly to create a tangible vision for change!
11:00 - 11:30 MORNING BREAK AND NETWORKING
11:30 - 12:00 BUILDING CX THROUGH CUSTOMER COMMUNITIES
Jussi’s vision is to create a collaborative community of employees and B2B customers both virtually and physically to co-create processes and respond to the internal and external customers’ needs. Hear about the implementation of the “Lindstrom lounge concept” which has the aim of creating a customer programme in order to create a B2B community. Understand the digital and physical elements of this innovation and the observations to date as well as Jussi’s findings from internal research regarding the impact of individuals vs teams in a corporate structure.
12:00 - 12:30 EMPLOYEE EXPERIENCE = CUSTOMER EXPERIENCE WHICH GENERATES REVENUE
Patrick is responsible for determining how and what can enable the best customer and employee experience. Patrick’s vision is to see more of an overlap between digital CX and EX digital implementations in addition to close collaboration with HR to embrace the corporate culture. Hear how Patrick has started this journey with the implementation of a more personalised app & website for customers in parallel with the release of a 24/7 chat-bot for employees. Discuss his challenges of choosing a platform personalised to the local language, views on outsourcing and the importance of standardised programmes for all employees.
12:30 - 13:00 IMPROVING THE CUSTOMER JOURNEY THROUGH COMPANY WIDE CUSTOMER CENTRICITY
Carl’s vision is to create an organisational structure and culture, which drives the customer experience as a business-wide concern where everyone understands customer needs. Hear about the thought process behind Carl’s latest restructure that combines the previously separate business, account and customer experience teams into a new commercial team which sits under a new Chief Revenue Officer. Furthermore, better understand the metrics and KPIs put in place to measure its success.
13:00 - 14:00 LUNCH AND NETWORKING BREAK
14:00 - 14:30 OPTIMISING THE DIGITAL WORKPLACE AND OVERCOMING RESISTANCE TO CHANGE
Maarit is responsible for both the customer and employee experience. Her vision is to develop a behavioural culture to bring a whole new way of working and thinking. Learn about Maarit’s CXEX initiatives including monthly development forums, which enable young teams to generate ideas for the business. Understand how she overcomes expensive customer experience initiatives and encourages the leadership team to lead from the front in areas of employee coaching and guiding. Discuss the importance of behavioural psychology in understanding real frustrations and aligning them with personal development.
14:30 - 15:00 MESSAGING WILL SOON BE YOUR CUSTOMERS PREFERRED CUSTOMER SERVICE CHANNEL
Christoph will share his expertise, vision, insights and results gained from a Messaging First Customer Experience strategy. Why will messaging dominate your channel mix? This digital era has changed consumer expectations so much that convenience is now what drives customer loyalty. Christoph will show you how asynchronous messaging channels integrate in your omni-channel strategy, how humans and bots seamlessly collaborate and how increased C-Sat/NPS can also result in a reduction of TCO in customer service operations around the globe.
15:00 - 16:00 INTERACTIVE DISCUSSION GROUPS
These sessions delve into the various channels over which your employees and customers interact. Choose one table for this session (do not worry! You’ll be able to choose another table tomorrow). Today we discuss these touch-points in the context of the customer – What do your customers expect at this touch-point and are you delivering it? What challenges to you foresee coming up as your customer evolves? Discuss with your peers to brainstorm action points which you implement the moment you get back into the office.
- Table One: Last Mile
- Table Two: Logistics
- Table Three: Online
- Table Four: Face-to-Face
- Table Five: Call Centre
16:00 - 16:30 AFTERNOON BREAK AND NETWORKING
16:30 - 17:00 IDENTIFYING THE EXPERIENCE GAP TO THRIVE IN A NEW ERA OF B2B WORKING
At Sweco, Customer Experience is at the heart of the business, and one of the company’s strategic pillars. Learn how a revealed experience gap between clients and employees became the starting point for a group wide customer program. Sara is responsible for the initiatives within the programme, aiming at assisting Sweco’s employees in serving the external clients.
17:00 - 17:30 LOOKING BEYOND YOUR COMPANY: COOPERATING WITH PARTNERS AND STAKEHOLDERS TO SERVE THE END TO END B2C CUSTOMER JOURNEY
Finavia’s key vision is to have the staff who are capable of delivering the passenger experience. They believe that good customer experience is good business. Hear how Timo is combining both the new digital tools and people in the airport wide “experience academy”. The academy looks beyond Finavia’s staff and extends the company’s customer experience values to associated business’ within the airport. Understand the in-house training, which has been developed to support this initiative and the investment required to make this compulsory for all suppliers.
17:30 - 18:00 WHAT DOES SUCCESS LOOK LIKE AND HOW DO YOU MEASURE IT?
Hear about Mark’s initiatives to create a more cohesive environment, which recognises employee and customer engagement as a two-way stream. Learn how Mark has incorporated surveys to keep both customers and employees happy. Understand how data sets are shared as a result and how this is analysed and actioned in a leadership setting.
