Program

Hear from Virgin Atlantic Airways about the importance of a culture to guide your digital CX and positively impact the bottom line. Emulate these successes to transform your organisation’s culture. Take away specific solutions to:

• Translate CX talk into the boardroom and get C-suite excited about digital CX
• Rally your organisation around a new culture of customer centricity
• Create digital experiences that help customers make the right decision and meet their needs

Get a glimpse into what it takes to better deliver experiences for your customers.

Customer journey mapping is an integral part of customer experience management. Identify how your customers view your organisation. Translate how interactions meet your customer’s broader goals, objectives, and activities. Develop a blueprint to:

• Identify the interactions that have the most impact on customer loyalty
• Investigate key areas for CX improvements and innovations that will impact your ROI
• Elevate customer-centricity across the organisation

Turn CJMs into an asset to help you build and deliver a seamless omni-channel experience.

Engage thinkers, doers, and trailblazers in digital customer experience. Quick rotations will help you break the ice and get to know fellow CX executives and professionals. Bring your business cards, make the right connections, and build exclusive knowledge!

Exchange new ideas, best practices, and proven tactics with your peers and experts

Interact with conference speakers and fellow attendees. Secure important new business contacts and talk about crucial developments in your field.

Everything you do revolves around the customer identity. Capturing, converting and retention is crucial for your business. Customers demand convenience and security. Regulatory pressure will force enterprises to take a hard look how they secure transactions and protect the privacy of their customers. Identity and Access Management (IAM) is the key in building convenient, secure, adaptable, compliant and cost effective base for Knowing Your Customer and their digital experience.

• How to truly know your customer
• Single customer identity across channels and services
• Modern, convenient and secure alternatives for authentication and transaction security
• How to use existing digital identities to drive conversion and retention
• Compliance tips for the upcoming regulation
• Case examples where GlobalSign customers have created world firsts, moved to nr1 on customer satisfaction, created new business opportunities with the help of customer-centric IAM

Digital customer identity from an afterthought to basic requirement and competitive advantage.

Do you know how you’re digital CX programme is really performing? Critique your digital CX programme against other industry leaders to help you identify areas you can improve and drive greater brand loyalty. Master success factors to:

• Create metrics to benchmark
• Undertake a benchmarking exercise
• Prioritise your findings into an action plan

Take away a plan to benchmark your organization

Digital is changing the way companies do business. While executives know the importance of CX and digital, your staff may be more resistant. Develop a strategy to engage your staff to ensure your Digital CX success. Devise your action plan to:

• Identify barriers to change and the tools you need to apply to overcome them
• Maximise change enablers: How to incubate change, spread energy and good stories
• Driving change on a shoe-string: What you can do even without a budget
• How to measure your digital customer experience success against your outcomes <

Take away proven tactics to gain you the support you need continuously improve your CX

Join the conference speakers and your peers for a relaxing luncheon.

Are you sitting on your most valuable resource? Tap the wellspring of customer ideas and turn critics into innovators. Improve web conversion and strengthen relationships with your customers. Create a roadmap to:

• Establish grassroots feedback channels that differentiate your brand from the ‘big boys’
• Catalogue and mine customer complaints and ideas
• Close the loop by rewarding customers who contribute

Bring a personal touch to your ‘voice of the customer’ program.

Embarking on a digital journey can be fraught with challenges. Interact with Digital CX leaders and learn from their experiences to help you improve your digital CX implementation. Take away an action plan to:

• Develop a digital CX Strategy
• Integrate digital with your existing CX processes
• Overcome obstacles to implementation

Ensure the roll out of your digital customer experience strategy is as seamless as possible

Companies that succeed in developing a customer-centric culture enjoy revenue growth. Leverage the benefits of having customer service ingrained in your organisation to increase loyalty and therefore profit. Develop your company’s blueprint to:

• Rally your organisation around a new CX culture led by digital innovations
• Revolutionise how you measure CX and DCX success to solidify loyalty
• Improve decision-making by utilising real-time customer feedback

Embrace digital customer experience and position your company at the head of the pack.

Interact with conference speakers and fellow attendees.

Customer data crumbs are setting the stage for the future of personalisation. Learn how you can use technology and data to individualise experiences by structuring customer interaction, functionality and content around the needs of each individual customer. Develop a plan to:

• Increase relevance and prioritise functionality and content
• Capitalise on data to integrate siloed touch-points into omni-channel experiences
• Know where the limit of personalisation and individualisation lies

Innovate your customers’ experience through personalisation.

Customers perceive their interactions with organisations as a continuum of digital and physical experiences, expecting a blended and seamless experience across them. Align your online and offline, physical and digital, to reflect the way customers actually behave across touch-points. Adopt best practices to:

• Move away from siloed approaches and adopt single view of the customer across touch-points
• Identify omni-channel efforts to create the most valuable experiences for customers
• Ensure painless customer transitions across touch-points

Manage your customers’ expectations with consistency across all touch-points.

Digital options have transformed how customers interact with your company’s products. Provide your customers with the digital tools to control every point of their experience. Develop a blueprint to:

• Create a digital CX tailored to fit your individual customers
• Bolster your brand’s convenience and personalization
• Evolve to meet your digital customer’s expectations

Utilize digital tools to fully enable your customer’s experiences.

Don’t miss this exclusive end-of-day gathering with conference speakers and attendees! Enjoy hors d’oeuvres and drinks. Unwind, mingle and build relationships that will benefit you in the years to come. Bring your business cards. Plan your day accordingly to stay and attend!