#CEW2020 www.customerexperienceworld.com 1
PART 4TECHNOLOGY,DATA & ANALYTICS
TECH CHOICES,WHERE TO BEGIN?
HOW HAVE LEADINGCOMPANIES ACHIEVED
A CONSISTENT ANDCONNECTED EXPERIENCE?
DATE: 4 AUG 10:00 - 11:30 (GMT)
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SUCCEEDING IN A COMPETITIVE, UNCERTAIN AND CHANGING WORLD
Get direction back into your customer experience initiatives, stand out, compete and succeed in a post-pandemic world.
INTRODUCTION
Taking into consideration the position we all find ourselves in during this pandemic , we have gone - and are going - through a period none of us have experienced before. A lot of people and companies have stepped up to embrace a new norm, while others less so.
The global economic implications have been massive, sending most countries into a recession. We need to look at what has changed, and what we have to do now. Creating new ways of how we operate to merge towards a more effective way of serving our customers as well as taking care of our employees.
In the face of this world-wide health-crisis, social distancing and national lockdowns, Customer Experience World has reinvented their well-known CX events to bring the most knowledgeable international CX leaders to you in the comfort of your own home. We believe that this time should be used to reflect upon, plan and reform out-dated business formats to embrace the ‘new norm’ and thrive post-pandemic.
Designing and delivering a stand-out customer experience in an ultra-competitive, uncertain, complicated and noisy world is hard. Sometimes, it can feel as if you are out in the wilds trying to navigate with a broken compass.
At Customer Experience World 2020 we aim to help you unpick what it means to deliver a stand-out customer experience and uncover the clues that will help you define your own path to standing out.
You will hear from leading brands and industry experts who will tell their stories of what they have done to carve out their own way
FIND OUT HOW YOUR BUSINESS CAN BOTH SURVIVE THE COVID-19 PANDEMICAND THRIVE AFTERWARDS
combined with interactive online sessions to help you grow your knowledge, understanding and practice of customer experience in your organisation.
Our practicality is what sets our conference apart from other events.
Secure your place by booking a ticket right now. In fact, why don’t you bring your whole team so you are all set to raise your customer experience game.
All our events are now being hosted online, broken up into bite-sized sections to accommodate your new work from home schedule. The entire CEW2020 which previously comprised of 4 streams and lasted an entire day is now available as a Series, broken into four 1.5 hour parts. The infographic below explains the spectrum of the entire event, and how each part fits into the series. You now have the option to view the entire event, spread over 4 weeks, or only the parts that you are interested in.
PART
LEADERSHIP
PART
EMPLOYEEEXPERIENCE
PART
CUSTOMEREXPERIENCE
PART
TECHNOLOGY,DATA & ANALYTICS
How do you transform the culture and
experience in a more traditional style org?
How do traditional style organisations compete
in an ever-changing business landscape in a
disorganised world?
Tech choices, where to begin - How have
leading companies achieved a consistent
and connected experience
Retention, loyalty & why customers buy is misunderstood &
underserved
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DELEGATES FROM BOTH B2B AND B2C CUSTOMER CENTRIC INDUSTRIES INCLUDING, BANKING, FINANCIAL SERVICES, RETAIL, TRAVEL, TOURISM, TELECOMS, FOOD &
BEVERAGE, UTILITIES, HEALTHCARE, ECOMMERCE, AND OTHERS. TITLES INCLUDE:
TAKE A LOOK AT WHO IS ATTENDING
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PART 4TECHNOLOGY, DATA & ANALYTICS
TECH CHOICES, WHERE TO BEGIN - HOW HAVE LEADING COMPANIES ACHIEVED A CONSISTENT AND CONNECTED EXPERIENCE?
The world as we knew it is gone. The unusual is the new usual. One thing that remains and is ever more pertinent is our customers. As customer experience takes lead across industries, those that were not too sure before are learning and having to adapt very quickly. To remain relevant, to remain trading you have to bring CX to the forefront of business. Customer’s needs, how they derive value, their moments of truths are changing. They are becoming more demanding, wanting you to keep to your promises, they want more honesty, value, contactlessness, paperless engagements, and hyper trustworthiness.
Our employees experiences are also evolving, which demands that industries need to revolutionise a smarter “way of work” and the right levels of support. How do we ensure that the people we trust to deliver our promised experiences are given the right tools and supported efficiently enough to do their jobs. Is the answer in the technology?
How do we do this? If you were not investing in digital enablement, the COVID-19 pandemic has ensured that you do mature in this space. Your adaptability and ability to learn fast is critical. The only solution is your
technology, your data and how you interpret it, and the insight you build. Join us if you want to learn more about how to survive and grow in this extraordinary times. We are going to hear from well-known global thought leaders and innovators on how you get the most out of your technology, data and insight for our customers.
As CX leaders we must become better storytellers to unify the decision making at c-suite. We need to “take the customer off the spreadsheets” and start telling meaningful stories internally for the delivery of amazing customer experiences.
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YUGESHREE FRYLINCK
CEOThe CX Group
For those of you that have read George Orwell’s “Nineteen Eighty-Four: A Novel” will know that it was written in 1949 describing a future that we are now living.
1984 is here! - the dystopian, totalitarian over-reach, typified by mass surveillance and omnipresent FOMO (fear of missing out) is powered by iOS and Android. Does Big Brother and its bots, or COVID-19 have humanity fallen victim to Orwellian regimentation - with so many of us shaken up, or locked down? Arguably, Big Brother’s BOTS are taking over. Does going digital mean changing your life, your world, your business, or your vision? Should we let this be? Are we heading towards the what could be significant or inevitable consequence to humanity, to jobs, and to our way of life?
These are some of the questions that company leaders are, or should be asking themselves!
The last hundred days have changed the world so significantly, that we have been thrust into Big Brother’s world. Businesses is literally turned on its head and we MUST now Zoom our way forward within our organisations. Whether you embrace this, or are digging your heels in, because the new way of work is not “for you”, there needs to be the questioning about the danger of behaving like a deer frozen in the headlights. The era of BITS and BOTS, the “Thought Police” and the “Big Brothers” of this world, to which we willingly or unwillingly cede ownership of our data and control of our interactions, could fundamentally affect our sense of humanity. Could we not exercise more control over the changes?
We MUST reignite our humanity. We MUST transform our cultures and practices. We MUST reimagine our customer journeys and shift our views, our cultures, and our organisations to inspire and benefit customers lives. Life as we knew it is changed - needs priorities and what we value that has significantly shifted.
As our companies try to assess what to change, how to change and when to change – there should be due and empathetic consideration. What lessons can we draw inspiration from? Let’s learn more about:
• Change that has to be customer led• Listening, designing quickly, deploying efficiently and measuring accurately with adaptability and agility• Being honest and transparent with our customers• The crucial need of embarking on the journey with our employees • Impact of our centralised and shared data Digital, AI, AR, Contactless tech, Biometrics, data-driven Insights are poised to be our game changers. We invite you to take the opportunity to join me and other brilliant thought leaders to understand, debate and better direct the big evolution we are transforming towards.
STREAM CHAIR
PART 4TECHNOLOGY, DATA & ANALYTICS
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NEILSCHWARTZMAN
FounderSwiffy
This talk will take you through several user experience journeys, from the more traditional to the most recent, unpacking why different experiences elicit different payment behaviours. We’ll look at the evolution of online payments and how the inclusion of too many payment choices can work both for an against you.
BUSINESSES WANT YOUR MONEY
SPEAKER
PART 4TECHNOLOGY, DATA & ANALYTICS
MARCEMERT
Customer Experience
SpecialistSAP
Helping companies understand the experience journey across the value chain from the first point of interaction from marketing and commerce all the way through to supply chain to ultimately any service interactions. – the end to end customer experience journey.
CUSTOMER EXPERIENCE FOR SAP AFRICA
SPEAKER
BRETTSTCLAIR
Co-Founder and Chief Executive
OfficerTeraflow.ai
SPEAKER
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PART 4TECHNOLOGY, DATA & ANALYTICS
As the Covid-19 pandemic makes its way through almost every continent on Earth, the global measures that have been put in place to defend humanity against this virus have consequently sparked the biggest digital transformation push that our society has ever seen. Something that only a few weeks ago would be considered as pure madness. It also triggered the new economic crisis that will hit the world and its call centers hard, destroying some businesses and elevating others.
What are the upcoming trends influenced by the digitalized society? What are the new and booming use cases? Who is going to benefit, and who will be left behind? In this webinar, Phonexia Senior Business Development Manager Paul Morris will shed light on the future of call centers in the post-Covid-19 world.
THE FUTURE OF CALL CENTERS IN THE POST-COVID-19 ERA
PAULBYRNE
Head of Data Insights
PNET
THE ROLE OF DATA IN IMPROVING CUSTOMER SUCCESS
SPEAKER
PAULMORRIS
Senior Business Development
ManagerPhonexia
SPEAKER
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