08.00 Arrive & breakfast
08.30 Introduction
08.35 Interactive ice-breaker session
- Live polling of top Customer Experience Management (CEM) challenges
08.45 What are the trends shaping CEM today?
After years of investment in customer experience technology and platforms, organisations are challenged to ensure their CEM strategy can keep up with the pace of change and match the expectations of today’s digitally demanding customers. With more technology than ever before at our disposal, this short presentation unearths the top trends shaping the customer experience.
09.00 Interactive session
Using the points below as a guide, build a roadmap for CEM strategy with your expert facilitators.
- What are the core building blocks of CEM strategy today?
- What are the outcomes the business is looking for? And how do you match these with your customers priorities?
- Exploring the links between customer satisfaction, retention and overall performance
- Saving on cost without compromising on performance
- What are the ‘right’ KPIs to measure and monitor CEM? What KPIs drive the behaviours you need?
The roadmap: CEM strategy to build loyalty with today’s demanding customers
- What does ‘success’ look like?
- Which areas cause the most friction?
- What timeframes can you plan for?
- Identifying quick wins vs planning for the long term
- Top 5-10 action points
09.45 Case Study: O2 Digital
Capita / O2 Digital - demonstrate how to build an effective multichannel strategy for a powerful customer experience in the highly competitive and dynamic mobile telecoms sector.
10.00 Interactive group session: Adapting CEM strategy in a fast-paced and competitive market
Putting a specific pain point under the microscope enables you to gain real insight into where your CEM strategy may be exposed. Working together as a group, you’ll mind map a range of solutions to a critical and common challenge.
- Choose one pain point
- Mind map possible solutions and responses
- Feedback and discussion throughout
10.30 Wrap up & close
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