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How to Accelerate your Customer Experience Innovation

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The Langham, London

1C Portland Place

London

W1B 1JA

United Kingdom

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Breakfast Meeting - 08:00am to 10:30am

How to Accelerate your Customer Experience Innovation

It’s no longer enough to sell products and services. Your end consumers can, and will, use social media and review sites to tell other potential customers about their end-to-end experience with your company. Especially when those experiences are poor. Just a few instances of bad customer experience can have a disproportionately damaging effect on your company.

That’s why understanding the complete experience of your customers is vital. If your customer experience (CX) leads the market, you'll outstrip market share and profitability norms.

Unfortunately, most companies tend to overrate their ability to deliver great CX. In fact, 80% of companies believe they provide a superior experience, but only 8% of their customers actually agree.

And one reason for that is – most unhappy customers never complain. In fact, only 4%* of customers actually complete a survey at the end of the call. So what about the other 96% that don’t voice their complaints? How do you really know what experience your customer is having if 96% don’t tell you? And how can you improve your service levels?

This breakfast will discuss how you can understand the silent majority of your customers. We’ll explore how to monitor your CX accurately and how you can implement new CX technologies at speed while maintaining the quality of your interactions with customers.

Technology has a role. So we’ll consider the part that automation is increasingly playing in the CX space. We’ll discuss how Agile and DevOps principles can ensure rapid and, at the same time, high quality deployments. We’ll also debate the way that innovation techniques, as well as solving problems, can generate ideas for new forms of CX management.

Understanding the reality of customer experience is a key issue for any consumer facing organisation. Building, testing and monitoring effective CX platforms is a critical element of that.

During the meeting we will focus on questions such as:

  • How can you ensure that you understand the reality of the experience your customers have – both good and bad?
  • How can you keep up with the constant demands for new and better services that consumers make on us, often inspired by their experiences with some of the online giants?
  • How can you make sure that your customer service platform can deal with unexpected events that result in large numbers of people contacting you?
  • How can you make sure that your CX solution integrates with other processes in your organisation, providing you with a single customer viewpoint?
  • How can automated testing and monitoring make your end to end CX development more efficient?
  • What KPIs should you put in place for improved customer relations on your CX platform?
  • How can you make sure that your customer service teams in call centres and online are able to provide the best information and service to your customers?
  • How can you measure and detect any CX flaws from a customer’s perspective in real-time?

Who is invited?

This breakfast meeting is designed for senior technology and customer experience decision makers in large organisations. These include senior decision makers with responsibility for: information technology (IT Director, Head of IT, Chief Digital Officer, Chief Technology Officer, CIO); customer operations (Head of customer service, Head of call centre operations, Head of CRM); or customer experience (Head of customer experience, Head of customer service, Head of customer service testing).

Delegates will work at large (500 plus employees) organisations in the following consumer-facing areas of the private sector (Insurance; Banking; Telecommunications; Utilities; Travel and Tourism; Retail; Hospitality etc.) and the public sector (national government agencies).

Registered attendees include:

Intu Properties plc - CIO
Photobox Group - CX Director
A J Gallagher - CTO
Loreal PPD - Head of CX
Santander CIB - Head of Data
HSBC - Head of Contact Centr & Operations

Be one of 12 senior business professionals around the table at The Langham Hotel in central London who will all bring their expertise to bear to analyse the present – and the future.

The breakfast briefing is brought to you by Cyara, and is only for senior executives as mentioned above. Registrations of junior professionals, consultants, solution providers or other sellers to this market won’t be accepted.

For any enquiries, please contact Harry via 020 8349 6500 or harry.p@business-reporter.co.uk

This breakfast briefing is free of charge to attend. However, if you cancel your attendance less than two weeks before the briefing, you will have to provide a replacement of equal seniority otherwise you will be a subject of £150 cancellation fee. Please also note that when you register we will ask you for your corporate email address, which we will share only with the event sponsor(s). Please see our privacy policy.

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Location

The Langham, London

1C Portland Place

London

W1B 1JA

United Kingdom

View Map

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