Conference Day One: Tuesday, 17th September 2019
Saturday, August 17th, 2019
10:40 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
2:50 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?
3:45 PM DEBATE: Live On Stage Debate #OneOfaKindExperience - Does automation kill the emotional, human touch in the CX approach? - Virtual Experience VS Emotional Experience
With robots taking over the mundane and repetitive jobs, the human are provided with an opportunity to be involved with front line jobs. But how much is too much? What does this mean for day to day jobs? This debate will highlight the importance of human intervention vs the robotic force.
Further to 30 mins of the debate, the audience will have an open round of 10 minutes to raise questions to either member of the team.
The audience will be provided with a sheet with both team names on each side and upon completion of the debate, the audience takes the call for the winning side!
Team Automation/Team Humans