The Chief Customer Officer role is rapidly becoming fundamental to modern day business. The proliferation of all things digital has empowered the consumer and transformed our previous perceptions of customer experience. During conference day one our speaker faculty tackle how the Chief Customer Officer role can develop a unified customer experience strategy, driving customer experience value, whilst embracing disruption, change and innovation.
A meet-your-peers session exploring perceptions on customer needs, wants and values. Plus most memorable customer experiences: the good, bad, and most inventive!
Keynote Presentation: Product, innovation and customer centricity – the role of the Chief Customer Officer
Moving away from big ideas and strategy to delivery – the role of the CCO as a connect the dots role From strategy and process to organisational structure and culture – doing business as a customer centric organisation Should the CCO head up product development to ensure a more holistic approach to customer centric design?Speaking
Panel Discussion: The emerging C-Suite in the age of the customer – how can each role bring equal value to the business?
Customer centricity and the role of the C-Suite: How can the Chief Executive Officer, Chief Customer Officer, Chief Marketing Officer, Chief Information Officer and Chief Operating Officer bring equal value to the business The role of the CEO in driving change and embedding customer centricity into its business foundations The ultimate disruptor: Will the emerging… Read more.Speaking
Executive Vice President & Chief Customer Officer - Prudential Assurance Company Singapore
How do you bring analytical rigour to concretely assess complex customer behaviour whilst creating distinctive products and services that infuse creativity and customer-led thinking? This presentation will explore the intersection of Design and Data as part of the emerging field of Quantified Experience Design. Quantified Experience Design (QED). QED is a big-data driven design process… Read more.Speaking
Customer Experience as a differentiator Customer Experience as a value proposition Customer Experience as leadershipSpeaking
Investing in a culture of customer centricity to meet organisational objectives Managing cultural change and internal advocacy Creating a persistent customer-first mentality across physical and digital channels: The role of internal employee engagementSpeaking
Two 35-minute Discussion Groups running concurrently, hosted by 2-4 expert co-chairs. These informal discussions encourage everyone to participate and ask the questions they want the answers to. Choose your room and contribute.
Day 1 Track A – Customer Insight
Discussion Group – TRACK A: Understanding product to market fit and the role of the customer in strategic product decision making
Understanding your existing customer base and target customer base for a more holistic approach to product innovation Ensuring your solution is commercially viable: knowing the difference between nice to have versus must have features Validating what you are building by engaging customers in CX design
Understanding and addressing challenges occurring on a customer journey Using retention as key metric: the importance of complementary solutions and up-selling in building brand advocates The importance of coordination: articulating product through marketing, sales and support teams
Day 1 Track B – Customer Centricity
Transforming customer insights into profitable business strategies Uniting disparate sets of customer data into a master view of every customer: what metrics matter? What does ROI mean in a customer centric business?
Service Excellence Practitioner
Understanding customer KPI’s and what to track Ensuring your metrics will translate into meaningful value proposition to customers Linking value creation to product longevity and ROI
Understanding your customers and how they interact with your products Addressing customer specific pain points through CX design and the role of user experience Delivering a great user experience to create true brand advocatesSpeaking
Aligning strategy, brand promise and customer experience Delivering on the brand promise through every channel Understanding the impact of social media and transparency on brand image and advocacySpeaking
What’s changing in the world? Integrating tech with customer experience Evolving role of marketingSpeaking