26 - 27 November, 2019 | Sheraton Stockholm Hotel, Stockholm, Sweden
Conference Day Two
8:15 - 9:00 REGISTRATION AND WELCOME REFRESHMENTS
9:00 - 9:30 DEVELOPING A CULTURE FOR HAPPY INTERNAL CUSTOMERS
The dream destination for Oriflame and its people is to be the number one choice for their target market. They are an entrepreneurial organisation with multi-faceted employees, which are not put into specific roles. Hear how Elena is contributing towards this by steering away from dictating career paths but instead opens up CX enhancing tools that enable to flourish dependent on their output and value which they bring to the company.
9:30 - 10:00 THE TWO BUSINESS PILLARS FOR BRITISH TELECOM WITH RINGCENTRAL
Digitalization and automation have many uncertainties of what the future of CX should look like. The strong foundations of an agile CX strategy need to be built now to weather the changes of customers' habits. A British Telecom representative will be showcasing their expertise on EX & CX through their collaboration with RingCentral. Learn how one of the major telecom brands in Europe has successfully achieved its digital transformation and the key takeaways of this journey.
10:00 - 10:30 CULTURAL TRANSFORMATION ON A GLOBAL SCALE
Susanne is responsible for unifying all global locations and employees into one company with one vision, shared values and a common process. Listen to Susanne’s 3-pronged approach to achieving this: Firstly, building the platform knowing the company values and buy-in from leadership. Secondly, raise the efficiency of reporting mechanisms and target setting in line with deliverables. Thirdly, always ask the 3 golden questions: If I choose a product will it give me ROI? Will this make our customer satisfied? Does it fulfill our values?
10:30 - 11:00 EMPOWERING YOUR COLLEAGUES THROUGH THE EFFECTIVE USE OF REVAMPED INTRANET AND DIGITAL WORKPLACE
Ralf is responsible for collaborating and ensuring that global Intranet and digital tools are being used more frequently by supporting the business in ensuring they are easy to use and hassle free across a 25,000 strong, white-collar workforce. Hear about Ralf’s current focus on ensuring employees increasingly take part in shaping strategy using surveys, segmented virtual working groups, workspaces and leadership committees. Discover the measurement tools Ralf will use to track adoption and productivity which will feed back into future strategies.
11:00 - 11:30 MORNING BREAK AND NETWORKING
11:30 - 12:00 USING A BUSINESS MINDSET AS ADVERSE TO A WORK MINDSET
Cerar previously managed the customer experience centres and was tasked with restructuring, reduced OPEX, yet increasing CX. He is now working on creating a chain reaction to make the customer go through a seamless journey from content to sale. Learn how he continues to manage and execute both successfully by creating teams which break down previous company silos.
12:00 - 12:30 APPLYING AN EXPERIMENTAL MINDSET TO DELIVER TRUE VALUE TO YOUR CUSTOMERS
Jonas has pioneered ways of working that now form a company-wide framework for rigorous experimentation. This formalises a way for employees to be measured against the amount of customer learning instead of prematurely scaling up invalidated ideas. This kind of customer development can be deployed throughout the customer journey and during the whole life-cycle of a business. Also understand the value of adaptability and resilience, especially in organisations doing development in very high market uncertainty. Additionally, what happens during the scale-up phase, which possibly involves post-merger integration of smaller acquisitions?
12:30 - 13:00 SCANDIC HOTELS: THE EMPOWERING JOURNEY
Scandic Hotels have launched a new social learning platform in order to meet the changing needs of employees. Fuse is where all 18,000 employees can meet, learn and share on a daily basis, which has enabled strong internal networking and a strong feedback culture. Join Siri to discover how there is an incredible positive potential and a tremendous force, when people come together to share best practices, finding ‘job hacks’ and simply sharing inspiring stories and tips with each other.
13:00 - 14:00 LUNCH AND NETWORKING BREAK
14:00 - 15:15 BRAINSTORMING SESSION: DEVELOP YOUR OWN CULTURE BOOK
Thomas leads customer experience in a small, family owned company. One of his recent initiatives is the Albatros Travel “culture book”, which aims to define a customer centric culture. He will talk through his first few steps of how he developed and implemented this initiative…then the rest of the session is your turn to have a go at your own version!
