Actions Panel
Customer Experience, Brand and Capability Alignment
By Rialto Consultancy
Date and time
Fri, 20 Apr 2018 12:00 - 14:00 GMT+1
Location
Rialto Consultancy
25 Southampton Buildings Chancery Lane London WC2A 1AL United KingdomDescription
With 89% of companies expecting to compete on Customer Experience, how can you ensure you take full advantage?
Customer's expectations of the service and experiences they receive from organisations they choose to deal with has risen considerably. Whether consumer or business clients, organisations are now focusing upon the next frontier of increasing the customer experience to fulfill this.
With the advances made in analysing customer data feedback and optimising digital solutions, effective customer experience practices are achievable for all now. However, general customer satisfaction levels remain static over the last 30 years and some organisations even suffer attrition when satisfaction improves, suggesting that being able to make the most of this new science, is still an art to be mastered.
Leading research from Dr Professor Klaus (International University of Monaco) has identified how companies can reliably identify 90% of the customer experiences which determine their customer's commitment. This is one of the three most important areas of Customer Experience.
"We see our customers as invited guests to a party and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." Jeff Bezos - CEO Amazon
Ambitions to be more customer-centric can only be realised if the business capability, culture & structures are sufficiently developed in place. Management of CX and culture are the two fundamentals for success..
This session will be facilitated be Christopher Brooks who will provide greater insights on:
- How leaders in CX are driving success and staying ahead of their competitors and customers
- The 5 key pillars associated with a successful customer experience programme
- Identifying 'what matters most' to customers and applying it to customer experience
- How to get fast track success whilst avoiding costly mistakes in CX
Key Speaker: Christopher Brooks, Customer Experience Consultant
Christopher is a deeply experienced and versatile customer experience consultant possessing over 15 years of putting the customer first. Having set up and led customer-led thinking consultancies, he has gained a reputation of enabling clients to make sense of the changing customer experience landscape to secure improved profitability from the right CX solutions.