Conference Day One: Tuesday, 17th September 2019
Saturday, August 17th, 2019
12:40 PM PANEL DISCUSSION: KEY ENABLER: MANAGEMENT STRUCTURING SOLUTIONS: How to entrench the CX culture; Drawing the line between customer experience and customer service
To ensure CX is successfully implemented, organisations must provide a crystal clear experience. Customer service is a momentary action which adds up to CX, but CX is the entire journey of the customer from the very first touch point with the organization, offline or online.
Key question: How do you address the growing need for CX culture on the whole?
Conference Day Two: Wednesday, 18th September 2019
Sunday, August 18th, 2019
11:50 AM PANEL DISCUSSION: KEY TECH ENABLER: DATA MANAGEMENT & ANALYTICS: How to create up to 60% more engaged employees by providing customer journey mapping data to the entire support staff?
Novo Cinemas successfully launched the regions largest IMAX catering to an experience ahead of its competition. But Melissa strongly believes that until the organization does not comply with customer centricity and the right data, it is difficult to create such experiences.
Key question: How does data map out the relevant real-life touch points driving business growth?
- How to effectively run your customer journey map into a practical tool?
- How to combine one-of-a-kind seamless customer experience with real-life touch?