The session will look at how traditional segmentation models can be enhanced to deepen understanding of demand for financial products and inform distribution practices to the customers of today and tomorrow.
This session showcases innovative customer experience research conducted for Ordnance Survey (OS), and how analysing people's map use ‘in-the-moment’ reinvented the OS Explorer maps that are sold today.
What is Advocate Marketing and how can it help brands create better long-term customer experiences that engage and win new customers? This talk looks at the exciting and emerging area of social media advocate marketing. It will explore how brands can switch on their untapped influencers and harness satisfied customers online to build sustainable relationships, reach a new audience and deliver a big business impact.
A recent research conducted across a number of b2b organisations found that only 14% are truly customer-centric. This finding indicates that b2b organisations have significant work to do to become more customer-focused. We look at the key pillars of b2b customer experience that are common across and where they can excel at CX.
Ask ten different people what customer engagement means and you’ll probably get ten different answers. Therefore, via a series of case studies featuring firms like Carharrt, Siemens, HP and Swisscom, Adrian will explore what customer engagement means for them and provide clues as to what & how firms can get more out of their own engagement efforts.
Customer centricity measures should put customer experience first. Results of a large scale study of 150 companies over 2 years that prove the value of a customer centric approach and the importance of trust and employee behaviour across different categories.
This talk will share how the Global Marketing team worked with research insights to re-focus their marketing approach and messages following a disappointing initial launch for Mepilex® Border Post Op, especially how to talk to different HCP roles and to explain the WHY.
In this session we will explore how psychological methods can explore the true non conscious drivers of customer behaviour (retention, purchase, loyalty) and how we can use behavioural intervention to create better brand experiences.
This session will examine the increasing importance of emotion to customer experience, using the financial services sector as an example. There will be a high level look at how a global law firm deployed Adoreboard to measure online reputation, customer experience, and uncovered insights to drive better customer experience.
An Academy Customer Experience Benchmark Observation
Join Erik as he discusses how the academy can effectively employ and measure customer experience based on what's important to students, faculty and staff. Understanding their personas and designing extraordinary experiences can lead to advocates with higher levels of continued scholarship interaction. Whether a school uses an open or competitive selection process, engagement must be purposeful and encourage camaraderie.
Dr. Erik Bean, Ed.D
Associate Professor, American Public University, U.S.A.
Virgin Money’s Quest to make Banking Better
This talk will give you an overview of Voice of the Customer Programme that Virgin Money have implemented to improve their overall brand & customer experience.
Customer Research Manager , Virgin Money
Customer Experience Management , Confirmit
Strategy + Culture
Connecting the dots to deliver an Authentic Experience
Director Customer Experience EMEA , Ciena Corporation
15:35 pm - Coffee Break & Networking
The Launch of M&S Sparks Loyalty Scheme
An agile test and learn insight approach to shape product development. This talk will go through the insight programme that sat behind the launch of the M&S Sparks loyalty scheme – focusing on how a customer centric test and learn approach helped shape the programme through to launch and still today.
Head of Insight Partnerships, Marks & Spencer
Panel: Customer Journey
Laying Better Foundation for Customer Journey to deliver Great CX
Chairman, Customer Experience Advisor, Non Executive Director, Author
Managing Director, Customer Experience, Kantar TNS
Head of Insight and Marketing Performance, HSBC
Customer Engagement, Experience and Service Coach | Speaker | Author | Forbes contributor | Aspirant CX Punk, RARE Business
Senior Manager Customer Strategy, Accenture
17:15 pm - Summing Up by Conference Chair
17:30 pm - Conference Close
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