The Chief Customer Officer role is rapidly becoming fundamental to modern day business. The proliferation of all things digital has empowered the consumer and transformed our previous perceptions of customer experience. During conference day one our speaker faculty tackle how the Chief Customer Officer role can develop a unified customer experience strategy, driving customer experience value, whilst embracing disruption, change and innovation.
A meet-your-peers session exploring perceptions of customer experience roles, the new and emerging C-Suite and its impact in driving real change in the age where customer is King.
Keynote Address: Embedding design thinking and customer centricity – the role of the Chief Customer Officer
Operationalising customer centricity in an organisation From strategy and process to organisational structure and culture – doing business as a customer centric organisation How can the CCO be involved with the product development team to ensure a more holistic approach to achieving customer outcomes?Speaking
C-Suite Panel Discussion: The emerging C-Suite in the age of the customer – how can each role bring equal value to the business?
Customer centricity and the role of the C-Suite: How can the Chief Executive Officer, Chief Customer Officer, Chief Marketing Officer, Chief Information Officer and Chief Operating Officer bring equal value to the business The role of the CEO in driving change and embedding customer centricity into its business foundations The ultimate disruptor: Will the emerging… Read more.Speaking
Investing in a culture of customer centricity – why the CCO must understanding organisational objectives first Managing cultural change and internal advocacy Creating a persistent customer-first mentality across physical and digital channels: The role of internal employee engagementSpeaking
Driving the customer experience nirvana…greater intimacy with and knowledge of your customers through digital transformation
There has been a fundamental shift – and we are now all living in a digital world. As today’s connected customer does business across multiple channels and devices, organizations have a responsibility to deliver an experience that is driven by contextual relevance. For many organizations the customer expectation is clear – yet understanding how to translate the… Read more.Speaking
How customer insights can unlock new sources of value Enabling customers to co-create and re-engineer existing products to address their specific pain points Understanding the difference between innovation and productivity gains through the eyes of the customerSpeaking
Where to start on becoming customer driven – aligning your internal value proposition with your in-market offering How to market in a way that makes sense to customers Making your value proposition apparent to customers – and where does brand fit into all of this?Speaking
Moving beyond journey maps and voice of customer programs to deliver significant change and create real valueSpeaking
Day 1 Track A – PRODUCT & INNOVATION
Understanding and addressing challenges occurring on a customer journey Using retention as key metric: the importance of complementary solutions and up-selling in building brand advocates The importance of coordination: articulating product through marketing, sales and support teams
What is your data telling you about customer engagement? Understanding excellence – consumer behaviour versus data insight Marketing metrics versus customer centricity – what are the knowledge gaps in truly optimising a customer’s journey?
Discussion Group: Understanding product to market fit and the role of the customer in strategic product decision making
Understanding your existing customer base and target customer base for a more holistic approach to product innovation Ensuring your solution is commercially viable: knowing the difference between nice to have versus must have features Validating what you are building by engaging customers in CX design
Day 1 Track B – METRICS & ROI
Paving the way for customer satisfaction by having a 360-degree view of the customer How to build value across all touch points along the customer journey Conceptualising and developing meaningful campaigns
Understanding customer KPI’s and what to track Ensuring your metrics will translate into meaningful value proposition to customers Linking value creation to product longevity and ROI
Understanding key qualities of a CX champion Creating a solid foundation of skills and knowledge for your staff and understanding what impact employee engagement plays in executing CX Evaluating measures in retaining your top talent, amplifying your team’s potential and supporting internal mobility for champions to nurture holistic CXSpeaking
Addressing the unique challenges of managing customers who are ‘members’, or subscription based, presents some unique challenges Moving away from aggregated communications and engagement towards a segmentation model Understanding the relationship between consumer behaviour and the centrality of the product to their life in order to guide messaging and marketing campaignsSpeaking