Many companies are trying to build a ‘single view of customer’ but not many agree on what that means, and creating a customer database is only half the battle. This workshop will explore the critical components of a successful SVoC program from defining the SVoC taxonomy to powering use cases and predictive analytics.

The goal of any CX programme is to drive change and improve business performance. For most organisations improvements are needed across the business; from launching new products, to optimising customer journeys or touchpoints. As CX practitioners, we have the power to use technology to build our own surveys, run our own analysis and integrate with other data sources to make decisions. We can do all of this at pace and therefore, is now the time to ask if Market Research is still relevant?” At InMoment, we firmly believe the answer is YES! It is our belief that the disciplines of Market Research are as relevant now as they have always been and in this workshop we will explore why a close partnership between CX and Market Research will drive better business outcomes.

The ROI of a CX programme is determined by the actions that are taken and the outcomes that ensue. In this workshop, Derek will share best practices about how to operationalise and embed experience improvement through swift and decisive actions that deliver value, meaning that everyone in your organisation is able to see improvement and will be inspired to take action to drive positive change. He will also explore how to ‘get there first’ by anticipating and solving client problems early.

Only 4 percent of businesses are focused on making offerings inclusive of disability. Would you like to make your business more valuable by providing customer experiences that are more consistently inclusive to the 1 in 5 people in our community who have permanent additional needs, while also supporting the temporary or situational needs that may impact the experience of all your customers from time to time? In this workshop Christine will help you identify some very practical approaches to build momentum and value through inclusive design. As an inclusive CX researcher and strategist, Christine will share approaches you can adopt and adapt to suit your brand ambitions that are grounded in your current inclusive brand experiences. This approach combines top down and bottom up perspectives – using progressive enhancement (progress over perfection) to prioritise and address current experience gaps, while in parallel assessing more extreme user’s unmet needs to identify innovation opportunities for brand differentiation that may be needed by some and appreciated by many.

In a world of data paralysis, data has the potential to both mobilse and immobilise a business. In this workshop, we will discuss the power found when organisations realise the full value of their data, that means everyone – whether you’re a CX Analyst, Operations Manager, or human resource specialist – is empowered to make better decisions with data, every day. Join this session to understand the process of using data to make informed and verified decisions, to drive tangible business impact, that overcome bias.

"Many companies who focus on gaining customer insights are struggling to overcome low response rates due to survey fatigue. At the same, they face a constant challenge trying to translate survey responses into meaningful analysis and actionable insights. Sound familiar? Join CallMiner and explore the next step in your journey towards CX Maturity to drive experience improvement throughout your organisation. Learn how you can elevate your insights by analysing unstructured interactions your company has with customers every day. Identify opportunities to mine indirect feedback to democratise insights and drive business change… Learn from the experiences of companies that have overcome survey fatigue to dig deeper into the experiences of their customers, employees, and shareholders.

‘CX Leaders Have The Opportunity And The Responsibility To Drive Growth’ Forrester April 2021 – however, the disconnect between C-Suites and CX teams continues. CEOs care about sustainable growth, value creation, new customers, retention, and market share while CX teams care about NPS, loyalty, CSAT, CES, and customer sentiment. Given this misalignment, CX programmes can be deprioritised in favor of bringing in new customers, selling new products, and entering new markets. This workshop demonstrates how real-time customer journey management can be systematically applied to driving growth strategies, making the CX team the growth heroes!

This workshop is an opportunity to discuss how experiences have developed over the last decade, including the trends, forces and concepts that have shaped our direction of travel, whilst looking ahead to consider what’s coming next. We will cover how to step back and consider the big macro forces that inform experience improvement and design. The workshop will also cover the key principles in Design, Listen, Understand, Transform, and Realise, sharing learnings on the key stories from the last 10 years. Interact with experts, including your CX peers, on where experiences are heading, and how best to stay ahead.

Customer experience (CX) has made big promises to brands; Essentially, if you listen to customers and act on that feedback, you’ll see results like loyalty, retention and other positive business outcomes. This session was designed to shake up that perspective—CX leaders need a new paradigm of the total customer experience, not to mention connecting their programs to key business initiatives. And we're here to help! InMoment’s Global CMO, Kristi Knight, will show delegates how to move beyond collecting operational and customer feedback, toward building differentiation from competitors, and ultimately designing and innovating new revenue streams and customer segments for the future.

TRUMPF is the market and technology leader in machine tools and lasers for industrial manufacturing. Its software solutions pave the way for smart factory and Industry 4.0 solutions and high-tech processes in industrial electronics. Satisfied and loyal customers and employees are of the utmost importance to TRUMPF. For this reason, a programme was developed to further expand the company's customer orientation. The focus is less on collecting data and more on analysing and implementing customer feedback. TRUMPF developed a new approach with NPS+, which was introduced to complement the already implemented transactional measurements and an extensive strategic survey.

How do you convince not only your management team but also your frontline employees of the benefits of your Customer Experience strategies and drive the engagement required to build internal advocates? Meet Jane Walker, Director of Customer Experience at Brakes, and discover what physical and digital initiatives have been created as part of Brakes’ experience improvement journey to change mindsets and perceptions of CX and to ensure it becomes part of the cultural DNA. Jane will take you on a journey of change, internal engagement, process improvement and governance, internal buy-in and, closed loop feedback training.

In this med-tech industry example, Sara will share how BD is working to unite customer experience initiatives across regional businesses and functions to strengthen the foundation for customer success, which ultimately impacts the advancement of patient access and care. Join Sara to learn how the diverse core team she leads is driving change across silos within a broader commercial initiative to adopt a cross-business customer journey orientation, define account engagement frameworks and expand measurement and closed-loop feedback processes at account and individual levels.

Phil will discuss how Primark is using analytics and data driven decisions to make the best of use of the large volume of customer experience survey feedback. Join this session to hear how the team at Primark are shaping the strategic focus areas for the Primark, in-store experience. During this session, Phil will share how Primark is successfully using customer demographic data in their stores and central teams, as well as sharing how they are able to respond to their customers at scale to improve experiences and help stores improve their visit performance for tens of millions of customers.

Join DeAnna for this exciting session where she will be sharing her multi-award winning knowledge on how to design and implement an award winning end-to-end CX transformation and turn customer insight into a strategy and actionable customer change. Learn how to turn CX into a competency for everyone in your organisation and a movement that will light up your employees and transform your business. DeAnna will also guide you through how to centralise your brand in your CX efforts, and share the importance of why brand is the marrow that runs through your CX.

During this Session, Laura will share how EuroCarParts puts their customers first in both online and offline experience journeys. Join to learn about key considerations in order to deliver a fist in class omnichannel strategy and really understand the importance of VoC and VoE within your organisation. In addition, she will show you how to uncover which parts of your business need to be improved for the best return on investment!

Anton and Steve will discuss their experiences from the last 5 years of setting up and maintaining NatWest’s ‘industrial scale’ Net Promoter System programme, which covers Retail, Commercial and high net worth customers; and is across strategic benchmarking surveys, brand perception, and Journey/Interaction NPS. They’ll share: what they’ve learned; the factors that have brought success; the mistakes they’ve made; and what they’d have done differently if they had only known what they do now.

Despite the commitment by many companies to some form of ‘customer obsession’, the ‘Profit Imperative’ continues to dominate most decision making. But CX doesn’t have to live in the shadows of next quarters results. The best companies are creating shareholder value, delighting customers, and energising employees through a strategy of enriching customer lives. During this session, Stan will share his thought-provoking ideas on why living quarter to quarter by the profit imperative is fraught with danger, and how to create a sustainable strategy in today’s experience economy. Join this session to find out how to set the correct key metrics and financial indicators for your organisation, such as, Total Active Customers, Customer Lifetime Value, Customer Referral Value, and Earned Growth.