Actions and Detail Panel
Customer Experience Management - Loyalty Economics & Outcome Driven Analyti...
Tue 4 April 2017, 08:15 – 11:00 BST
JOIN US FOR BREAKFAST ON 4th APRIL AND LEAVE INSPIRED, INVIGORATED AND FULL OF NEW IDEAS
The goal of Customer Experience Management is to create actionable insights which are used to help drive everything an organisation does. Most CEOs recognize that Customer Experience Management is their number 1 competitive opportunity. However over 70% of CX professionals admit that their programmes are failing to deliver as promised.
This Breakfast Briefing seeks to go beyond the accepted best practice norms and drill down into how the value of CX programmes can be accurately measured, how CX professionals can correctly set senior management expectations and how they can justify expenditure on CX initiatives. The briefing will consider how outcome orientated KPIs can be used alongside traditional CX measures and will describe how a number of different businesses are already benefitting from his approach.
ANDREW CLAYTON (Former Group Customer Experience & Brand Director, Bupa)
Convincing the Board of the value from CX through loyalty economics
Getting and then keeping CX on the corporate agenda is both necessary and in many cases a challenge for CX leaders'. A key success factor for CX leaders is therefore an ability to create the business case for CX and then demonstrate how making improvements in CX can contribute to business success. In this session, Andrew will share how leading companies are approaching this challenge and the lessons he has personally learned from leading CX globally at both Allianz and Bupa
DAVID HUDSON (UK Regional Manager at SandSIV)
Outcome Driven CX Management – The Art of the Possible
Traditional Customer Experience KPIs such as NPS, CSAT and CES provide valuable insight into the attitudes of consumers. However, none are truly actionable without a business first understanding how each drives the desired outcome. In this session, David will share how a number of organisations are addressing this through the use of machine learning to create business centric, outcome based KPIs and through this increasing the acceptance of CX insight as a valuable business resource.
This breakfast briefing will uncover new strategies for both setting and measuring expectations associated with your CX programmes. These 2 presentations will ……
Present a framework for creating a convincing business case for CX Management through loyalty economics and share experiences of how making CX improvements contributes to business success.
Discuss how machine learning can be used to create business centric, outcome based KPIs and how these can be used to automate and measure the process of CX and hence business improvement.
ANDREW has worked for over 25 years across the financial services and health sectors with companies such as GE Capital, Allianz and Bupa and has held a number of Senior Executive positions at a Global, Regional and Business Unit level. He has led customer experience transformation globally at both Allianz and more recently at Bupa where he also oversaw the continued development of Bupa’s global brand. He is one of the founding members of the global NPS Loyalty Forum and has contributed to several leading books and publications on brand led customer experience and NPS. Andrew is passionate about helping organisations build truly customer centric businesses that matches their brand promise putting the customer at the heart of their organisations.
DAVID has nearly 20 years of hands-on experience in analytics and business intelligence. He has held a number of senior positions within prominent vendor originations as well as building a specialist analytics solutions provider. He currently manages SandSIV’s UK operations and is passionate about creating actionable insights that are designed to create positive business outcomes.
8:00 am Arrival for tea, coffee, breakfast and networking
8:30 am Welcome & Introductions
8.40 am Convincing the Board of the value of CX through Loyalty Economics.
Andrew Clayton, Former Group Customer Experience & Brand Director, Bupa
9.10am Outcome Driven CX Management, the Art of the Possible
David Hudson, UK Regional Manager, SandSIV
9.40am Closing Remarks
9.45am Coffee & Networking