Customer Experience - Directors' Workshop
Event Information
Description
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
James Scutt, Network Change & Customer Coordination Manager at the Post Office
Title: How to create a customer centric organisation by putting them at the heart of your business customer experience
- Brand trust: Is it a good thing?
- Voice of the Customer and our Customer promise
- Physically transforming our branches
- Colleague behavioural training
- Digital Multi Channel: Connecting customer touch-points
- Post Office products, what do we do?