Conference Day One: Tuesday, 17th September 2019
Saturday, August 17th, 2019
11:00 AM KEY ENABLER: CUSTOMER INSIGHTS: Putting the customer and employee at the centre of customer experience – reciprocal duality
The presentation will explore how organisations optimise the capabilities of the whole organisation to accelerate customer experience outcomes. Key topics covered:
- The connection between customer insights and leadership decision-making
- Targeting customer touchpoints through employee capabilities
- Sharing a model of reciprocal interactions to accelerate customer centric culture outcomes
3:00 PM PANEL DISCUSSION: KEY ENABLER: STRATEGIC SOLUTIONS: Omnichannel VS Multi-channel approach; which and why?
To capture the real touch points of a customer in their journey, businesses tend to drive themselves into technology that provides an experience across all channels seamlessly. However, some argue that while omnichannel focuses on offline and online equally, multi-channel is the way to go ahead as it provides more importance to the channels facing heavier traffic. In this panel discussion the pros and cons of both will be evaluated.
Key question: How do you choose which among the two suit your business model with the customer journey touchpoints?
Conference Day Two: Wednesday, 18th September 2019
Sunday, August 18th, 2019
3:50 PM KEY ENABLER: BUSINESS GROWTH SOLUTIONS: Funding and change management – How to deliver ROI to the board and improve bottom line?
81% of the projects with effective change management came in on or under budget, according to the study by change management guru, Prosci. With the ongoing cost control strategies, companies do not have the money to splurge on change management unless there is a massive requirement. To achieve this it is of utmost importance that the boards approve and see the bird’s eye view of what the ROI looks like for CX investments. This panel discussion will focus on what challenges and strategies are adopted by industry experts to deliver the ROIs and attain funding.
Key question: In tough economic conditions, how do companies deliver and prove the ROI within CX?