Customer + User Experience - Theatre 7
11.00 - 11.30
Preparing for the changing world of digital personalisation.
Personalisation is fast becoming a hot topic. You may believe it’s the domain of e-tailers, this is not true. Today every marketer must understand the impact of their customers’ demands to be understood as individuals. Whether B2B or B2C, the future success of your business is determined by the strength of your customer relationships. Without understanding how personalisation impacts your business, you are simply opening your customer base up to be poached. 3 key delegate takeaways: • How to set the foundations for personalisation in place • Avoiding the costly mistakes • Building the commercial business case
11.45 - 12.15
RCS Messaging: How to Transform Customer Engagement
Join this seminar to learn about the next gen messaging service, RCS RCS (Rich Communication Services) is redefining business messaging by taking everything consumers love about SMS and adding rich media, interactive tools and enhanced capabilities, creating an omni-channel messaging service that improves the customer experience and leads to higher engagement rates for consumer-focused campaigns. Three key delegate takeaways: Why mobile messaging is the preferred channel for consumers How RCS messaging can reduce customer service costs and increase ROI How to develop an omni-channel strategy with RCS
12.30 - 13.00
Leadoo Marketing Technologies
Why 99% of your website visitors don't convert and how to fix it with better UX?
On average companies convert only 1% of their website visitors and it's because of poor UX. Leadoo Marketing Technologies founder Mikael da Costa points three of the biggest mistakes and how to fix them. 3 key delegate takeaways from session: How to create better UX How to increase website conversion +30-70% How to deliver better service to your website visitors
13.15 - 13.45
Using more solutions for customer program? Merge them or perish!
Loyalty programs are often managed in corporations using separate software for e-shops and brick-and-mortar stores. The duality causes problems with smooth campaign execution, complete 360-degree customer view, and information flow. The future of loyalty programs lies in one centralized back-end administration system for all platforms, including e-shops, stores, mobile apps, and kiosks. Merged solution allows for the abolition of vouchers, and discount codes, which are applied automatically based on the customer segment. Three key delegate takeaways: The future lies in merging loyalty programs for an e-shop, brick-and-mortar store, and mobile app. Decrease overhead costs and the possibility of human error by merging customer program solutions. Increase CUX by abolishing vouchers and discount codes – apply rewards automatically based on customer segments.
14.00 - 14.30
More than Metrics
Journey Map Operations TM – A customer centric management tool for organisations
Journey Map Operations allows you to set up a management structure to coordinate customer experience across organisational silos. It helps to operationalise your journey maps and create a multi-level structure, starting from high-level maps (customer lifecycle) that connect to multiple sub-level maps. The latter include personas and deal with specific journeys / challenges, whereas the high-level ones sum up KPIs, projects, what if scenarios. 3 key delegate takeaways from session: - how to coordinate customer journey maps across teams - how to connect planned and ongoing projects with journey maps - how this helps to embed and scale service design within an organisation
14.45 - 15.15
Measure, Analyse and Improve Business CX – simply and affordably.
15.30 - 16.00
How delightful is your customer journey?
In this digitally transformed world, Word Of Mouth Marketing is still the most consistent cost-effective technique. What drives word of mouth in 2020? It’s not the price, product or promotion. It’s the Customer eXperience (CX) that drives repeat & referral business. This session is for businesses (MSME & large enterprises) to understand & fix the CX gaps in their customer journey. Let’s humanize digital experiences for a delightful customer experience. 3 key delegate takeaways from session: -Measuring customer journeys - With the key CX metrics. -Rating your customer journey - An interactive self-assessment. -Fixing disruptions in the customer journey - Causes & solutions.
11.00 - 11.30
The Voice of the Customer - The essential building blocks to integrating customer empathy into your decision making, in order to grow your business
70 per cent of businesses believe they are customer centric, however, only 35 per cent of customers believe that to be true (source: Capgemini). We call this the empathy gap. Join us for an exclusive workshop to find out how to bridge this gap and put the customer at the centre of your decision making to transform business growth.
11.45 - 12.15
20 Simple Tips to Drastically Improve Your Website User Experience
Rhodri is going to run through 20 really simple tips on how to improve your website UX that you can implement today and start increasing your website conversions. Having worked on 100’s of website and online marketing projects over the past decade, Rhodri has learnt that these simple tweaks can make a huge difference in how users interact with your brand and how to improve your website performance 3 key delegate takeaways: ? How to implement small changes that will improve your website UX ? What to think about when trying to improve your website conversions ? Great UX should be considered even before a user visits your website.
12.30 - 13.00
Customer Experience – The Neverending Story of Evaluation and Improvement
Your customer experience starts at first connection with your brand; (hopefully) continues with a purchase; extends to delivery, unboxing, and returns; and in fact, it never really ends. Post-purchase experiences are also pre-purchase experiences, and no one can give you truer feedback than your actual customers, so why wouldn’t you ask them? This seminar explores the quality of customer experiences and its atypical factors. Three key session takeaways: • What & why you should ask customers about your customer experience • How factors that may seem unimportant can have a significant impact • Why you should never stop questioning the status quo
13.15 - 13.45
Combining Conversational Surveys and Journey Maps To Improve Customer Experience
In this session we look at the current state of surveys and customer journey maps before presenting a new approach to bring your maps to life through engaging, conversational surveys. Learn how combining AI, Chatbots and Touchpoints can identify pain points, helping you to improve customer experience. We bring you some real use cases, practical advice and thought-provoking ideas to help you better understand your customers. 3 key delegate takeaways from session • How to bring your customer journey maps to life • How to pin point customer pain points • How to get higher survey response rates and more actionable insight
14.00 - 14.30
TVR Media Ltd
Increased Sales and Customer Service for less than a Coffee
I will be looking into the important role of great customer service, how to provide it and how lack of it will lose you business. 3 key delegate takeaways: Don’t ever take your existing customers for granted How to use customer service to increase your sales Customers want you 24/7 make sure you’re available even when you’re not!
14.45 - 15.15
The rise of the Passion Economy and its impact on CX
In the past, customers would have loyalty to a certain brand, but today with the plethora of options available, customers can easily move to a competitor who offers a better price or another perk. As a result, brands have to reinvent the idea of loyalty by uniting individuals to common interest. How can you turn your brand into a passion and convert your customers into superfans? 3 key delegate takeaways from session: How brands can thrive in the Passion Economy The role CX will play in the Passion Economy How to create a sense of belonging between your brand and your customers