6-8 May 2018
Sheraton Grand Hotel, Dubai, UAE, Dubai, United Arab Emirates
Sheraton Grand Hotel, Dubai, UAE, Dubai, United Arab Emirates
Forum Day Two: Tuesday, 8 May 2018
8:30 am - 9:00 am Registration, coffee and networking
9:00 am - 9:10 am Opening remarks by forum chairman
DERIVING THE BEST MEASUREMENT TECHNIQUES TO EVALUATE CUSTOMER SATISFACTION
9:10 am - 9:40 am The key ingredients of a successful customer experience transformation: True north, design thinking, and organizational cohesiveness
By rallying your organization behind a common, coherent vision consistent with their brand, realigning internal mindsets and behaviors, and applying a generous dash of empathy into designing the customer experience, you differentiate yourself more effectively in highly competitive markets. Don't miss this session to discover some fascinating insights into the best strategies for improving customer experience
9:40 am - 10:10 am Analysing customer feedback and NPS
To understand how to effectively analyse customer feedback on multiple touch points, this session will cover the importance of putting customer feedback at the heart of your organisation and how it can lead to increased revenue, as well as product improvement
10:10 am - 10:40 am Digitizing customer relationships with real-time messaging
10:40 am - 11:10 am Case study: Linking NPS to revenue
How do you link net promoter score (NPS) to revenue? This case study will highlight Vodafone’s unique TNPS approach, with insights on how it handles 40 million calls per month
11:10 am - 11:40 am Networking coffee break
11:40 am - 12:10 pm Case study: Customer centric digitisation
This session will explore the use of advanced data analytics solutions to enhance customer experience and expectation and how to implement social media care and experience
12:10 pm - 12:40 pm Panel discussion: Customer Experience in a digital world challenges and opportunities
12:40 pm - 1:10 pm Shaping a design-driven experience for B2B customers
Key learning outcomes of this high-level session include:
- Understand customers’ needs and perspectives
- Structure a programme to unify the organisation
- Design hybrid journeys combining digital and human interactions
- Use an agile approach to cut through complexity and drive differentiation
1:10 pm - 2:40 pm Networking lunch break
3:30 pm - 3:30 pm Close of forum
The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight.