This workshop is designed specifically for Head of / Directors and C-Level Execs responsible for Customer Experience and Voice of the Customer strategies.

This interactive workshop will give you the opportunity to look at your organisations goals and objectives with some of the industry’s leading customer experience experts including...

Professor Moira Clark, Head of Marketing & Reputation at Henley Business School and Director of the Henley Centre for Customer Management

Title: Customer Effort - Making it easy for your customers to do business with you

• How customer effort relates to customer loyalty
• Drivers of customer effort
• Mapping the customer effort journey
• Measuring customer effort along the customer journey
• Using customer effort to improve service operations

Paul Berney, CEO at mCordis and previous CMO at the Mobile Marketing Association (EMEA)

Title: How mobile can deliver the best results along your customer journey

• Putting mobile at the heart of your marketing and communications
• Why mobile is perfect for capturing a customer’s Moment of Truth
• Creating a WOW experience with mobile

Dennis Fois, CEO at Rant & Rave

Title: How turning insight into action can help produce great results

• Recover your Ranters in the moment
• Mobilise your Ravers and turn them into your secret sales force
• Find the ideas that can transform your business
• From concept to reality - how leading organisations are achieving this
• What to look for in a technology solution to engage your audience along the customer journey

Gary Marsden, Customer and Regulation Manager at Amey

Title: How to build a customer-focused culture that supports clients and exceeds expectations

• Creating a strategy to provide value to customers
• Including Voice of the Customer within a customer experience strategy
• Work smarter not harder with Rant & Rave
• Driving improvements in both behaviours and process