Masterclass Day: Tuesday, 18 May 2021

9:00 am - 11:30 am Creating Micro-Experience Awareness: Optimising Individual Components within Your Customer Touchpoints to Ensure Seamless Digital Experiences

Micro-experiences help to uncover brand interactions that happen across all digital and physical channels for customers. Being able to manage and record these experiences plays a substantial role in the creation of a truly omnichannel, holistic customer strategy.

By mapping micro touchpoints and creating smooth delivery of each of your customer channels, businesses can retain up to 89% of their customers.

This masterclass will go through a step-by-step process of how you can optimise individual micro touchpoints, helping to build on existing data sets and create digital brand strategies that will drive long term customer retention.

This session is designed for all leaders involved with CX, UX, marketing and data analytics.

What this Masterclass Will Cover:

  • How to take apart the individual components of your most popular (and unpopular) touchpoints to optimise each customer interaction
  • How to implement a clear, long-term brand strategy driven by the right sets of data and strategy design
  • Mapping the customer journey and digital interactions to determine what areas need to be most improved across the UX value chain

12:00 pm - 1:30 pm Driving Better Customer Interactions for Operational Efficiency: Mapping How Customer Experience, Marketing and Operations all Tie Together

Learn the tricks to ensuring you create a CX strategy that will mean a strong return on company ROI – while still ensuring the seamless delivery of services for customers.

This masterclass will look at how we can create strategic customer frameworks that will mean our operations department and overall organisation is set to deliver groundbreaking customer results in 2021 and beyond.

Whether your organisation is focused on acquiring new customers, retaining loyal supporters or simply focused on cost-savings, this masterclass will allow you to ensure your CX department is driving ongoing operational efficiencies for the company at large.

After all, it’s just as important to have your operations department prioritise CX as it is for CX to prioritise operations.

What this Masterclass Will Cover:

  • Create customer frameworks that improve customer experiences while reducing long-term costs for the business
  • Being able to create the right business case proving the importance of CX across the wider organisation
  • Tying marketing, CX, operations and digital to the same journey so each department maintains the same sets of priorities
  • Driving CX and stakeholder buy-in/accountability across existing departments

2:30 pm - 4:00 pm Measuring Success: Moving Past Data to Understand Customer Reactions, Sentiment and Consumer Expectations

Once you amalgamate all your data sets, how do you know which KPIs are the right ones to use and which are outdated?

While each industry is different, it is important to remember that customers do not care about your internal KPIs or your competitor strategies. What they do care about? Having seamless, stress free interactions.

This masterclass will look at how you should be measuring success and specific KPIs across different areas of the organisation. The trick? Work from the end goal backwards in setting up KPIs, measures for success and overall business goals.

What this Masterclass Will Cover?

  • Measuring the right internal and external KPIs to ensure business and customer requirements are met no matter the business strategy
  • Developing a clear set of strategic goals across the CX department to map the right digital and customer solutions per department
  • Ensure accountability and internal buy-in are met across individual departments 
  • Understand the requirements of each department and work alongside them to develop CX strategies that individual departments can own