The independent community for disruptive business and technology leaders
08.00 Arrive & breakfast
08.35 Interactive ice-breaker session
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.
The roadmap: CEM strategy to build loyalty with today’s demanding customers
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.
10.30 Wrap up & close
In Partnership with
This is a private event for members of our community. Membership is free and takes less than 5 minutes. As a member, you will have access to this and other complimentary events. Learn more
This event is for 24 x C-level, VPs, Directors, and Heads in areas including operations, data, digital, information, marketing, technology, innovation, transformation, change, integration, strategy, user experience, omni-channel, insight, customer journey, contact centre, loyalty, sales, client, creative, and consumer experience.