Customer Experience Summit Europe | TBD | London, UK

↓ Agenda Key

Keynote Presentation

Visionary speaker presents to entire audience on key issues, challenges and business opportunities

Keynote Presentations give attending delegates the opportunity to hear from leading voices in the industry. These presentations feature relevant topics and issues aligned with the speaker's experience and expertise, selected by the speaker in concert with the summit's Content Committee." title="Keynote Presentations give attending delegates the opportunity to hear from leading voices in the industry. These presentations feature relevant topics and issues aligned with the speaker's experience and expertise, selected by the speaker in concert with the summit's Content Committee.

Executive Visions

Panel moderated by Master of Ceremonies and headed by four executives discussing critical business topics

Executive Visions sessions are panel discussions that enable in-depth exchanges on critical business topics. Led by a moderator, these sessions encourage attending executives to address industry challenges and gain insight through interaction with expert panel members." title="Executive Visions sessions are panel discussions that enable in-depth exchanges on critical business topics. Led by a moderator, these sessions encourage attending executives to address industry challenges and gain insight through interaction with expert panel members.

Thought Leadership

Solution provider-led session giving high-level overview of opportunities

Led by an executive from the vendor community, Thought Leadership sessions provide comprehensive overviews of current business concerns, offering strategies and solutions for success. This is a unique opportunity to access the perspective of a leading member of the vendor community." title="Led by an executive from the vendor community, Thought Leadership sessions provide comprehensive overviews of current business concerns, offering strategies and solutions for success. This is a unique opportunity to access the perspective of a leading member of the vendor community.

Think Tank

End user-led session in boardroom style, focusing on best practices

Think Tanks are interactive sessions that place delegates in lively discussion and debate. Sessions admit only 15-20 participants at a time to ensure an intimate environment in which delegates can engage each other and have their voices heard." title="Think Tanks are interactive sessions that place delegates in lively discussion and debate. Sessions admit only 15-20 participants at a time to ensure an intimate environment in which delegates can engage each other and have their voices heard.

Roundtable

Interactive session led by a moderator, focused on industry issue

Led by an industry analyst, expert or a member of the vendor community, Roundtables are open-forum sessions with strategic guidance. Attending delegates gather to collaborate on common issues and challenges within a format that allows them to get things done." title="Led by an industry analyst, expert or a member of the vendor community, Roundtables are open-forum sessions with strategic guidance. Attending delegates gather to collaborate on common issues and challenges within a format that allows them to get things done.

Case Study

Overview of recent project successes and failures

Case Studies allow attending executives to hear compelling stories about implementations and projects, emphasizing best practices and lessons learned. Presentations are immediately followed by Q&A sessions." title="Case Studies allow attending executives to hear compelling stories about implementations and projects, emphasizing best practices and lessons learned. Presentations are immediately followed by Q&A sessions.

Focus Group

Discussion of business drivers within a particular industry area

Focus Groups allow executives to discuss business drivers within particular industry areas. These sessions allow attendees to isolate specific issues and work through them. Presentations last 15-20 minutes and are followed by Q&A sessions." title="Focus Groups allow executives to discuss business drivers within particular industry areas. These sessions allow attendees to isolate specific issues and work through them. Presentations last 15-20 minutes and are followed by Q&A sessions.

Analyst Q&A Session

Moderator-led coverage of the latest industry research

Q&A sessions cover the latest industry research, allowing attendees to gain insight on topics of interest through questions directed to a leading industry analyst." title="Q&A sessions cover the latest industry research, allowing attendees to gain insight on topics of interest through questions directed to a leading industry analyst.

Vendor Showcase

Several brief, pointed overviews of the newest solutions and services

Taking the form of three 10-minute elevator pitches by attending vendors, these sessions provide a concise and pointed overview of the latest solutions and services aligned with attendee needs and preferences." title="Taking the form of three 10-minute elevator pitches by attending vendors, these sessions provide a concise and pointed overview of the latest solutions and services aligned with attendee needs and preferences.

Executive Exchange

Pre-determined, one-on-one interaction revolving around solutions of interest

Executive Exchanges offer one-on-one interaction between executives and vendors. This is an opportunity for both parties to make key business contacts, ask direct questions and get the answers they need. Session content is prearranged and based on mutual interest." title="Executive Exchanges offer one-on-one interaction between executives and vendors. This is an opportunity for both parties to make key business contacts, ask direct questions and get the answers they need. Session content is prearranged and based on mutual interest.

Open Forum Luncheon

Informal discussions on pre-determined topics

Led by a moderator, Open Forum Luncheons offer attendees informal, yet focused discussions on current industry topics and trends over lunch." title="Led by a moderator, Open Forum Luncheons offer attendees informal, yet focused discussions on current industry topics and trends over lunch.

Networking Session

Unique activities at once relaxing, enjoyable and productive

Networking opportunities take various unique forms, merging enjoyable and relaxing activities with an environment conducive to in-depth conversation. These gatherings allow attendees to wind down between sessions and one-on-one meetings, while still furthering discussions and being productive." title="Networking opportunities take various unique forms, merging enjoyable and relaxing activities with an environment conducive to in-depth conversation. These gatherings allow attendees to wind down between sessions and one-on-one meetings, while still furthering discussions and being productive.

 

Wednesday, November 16, 2016 - Customer Experience Summit Europe

7:00 am - 7:55 am

Registration & Networking Breakfast

 

8:00 am - 8:10 am

Welcome Address & Opening Remarks

 

8:10 am - 8:50 am

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Keynote Presentation

Delighting Customers to Build Loyalty

To be successful in today’s digital world, customer experience leaders need to understand how to sift through the reams of available data, find the most interesting and relevant pieces, and translate those into actionable insights. These insights need to be leveraged to predict consumer wants and needs, and to build out customer experiences that surprise and delight. Care needs to be taken though to ensure balance between the demand for personalized experience and the desire to maintain personal privacy lest experiences instead lead to alarm and dismay.

Takeaways:

  • Data is the driver of customer experience; only through deep granular analysis can relevant models be developed
  • Localization of focus and effort is key to success – what delights one audience can easily offend another
  • Maintaining and respecting privacy is essential throughout and CX professionals will have to walk the tight-rope through between too much and not enough
 

8:55 am - 9:35 am

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Keynote Presentation

Managing the Digital Presence

It’s an unfortunately well-known aspect of human nature that we are more likely to pay attention to negative commentary than we are to positive. In a pre-social world, the opportunity to share those negative opinions was limited, but when those opinions are shared via social media they can impact millions. Customer Experience departments then need to help their organizations manage this messaging and a Social Media Monitoring Platform (SMMP) can be key to saving face and preserving online dignity.

Takeaways:

  • No matter how good a job you do or how consistently you do it, someone is going to be unhappy
  • Social media makes the potential impact global
  • An actively managed SMMP is essential to ensure brand integrity
 

9:45 am - 10:15 am

Executive Exchange

 

Think Tank

Influencing Retail Trends Through Social Media

While “social selling” is predicted to boom, spiking from $3B to $5B is total revenue over the next couple of years, it will continue to represent just a tiny portion of the retail market as a whole. The biggest impact social has on retail is not conversion, but exposure as its real value comes from informing and influencing, so called “top of funnel” retail activities. As such, while social may not have a significant impact on top line performance for an individual retailer, its potential bottom line impact, by creating and enhancing brand and product awareness can be massive. As such, retailers that have not already done so need to begin investing in a social management capability, leveraging the available social media channels as an interactive extension of its traditional marketing and advertising capabilities.

Takeaways:

  • As consumers increasingly move online and to mobile channels the relevance and impact of social media to retail increases in lock-step
  • Of the big social media platforms, Pinterest has already eclipsed Twitter in terms of impact on retail and is rapidly catching Facebook
  • Social media allows for the creation of two-way (retailer created and consumer created) lightweight content marketing that is easier to consume in today’s attention deficit world

Think Tank

Maintaining Customer Centricity

Customers drive the bottom line and so maintaining strong relationships and meeting expectations is key. However, customers and the preferences are becoming more diverse, their expectations are growing higher, and their loyalties are at all-time lows. In the face of these dynamic market forces, building organizational customer centricity then is essential for long-term success and this is best achieved by creating programs that equally focus on customer acquisition and customer retention.

Takeaways:

  • Customer-centricity means a focus on all three phases of customer lifecycle: acquisition, growth, and retention
  • To be customer-centric, marketers must embrace not only geographic differences, but also generational differences
  • Cost must be managed carefully so that program value is realized
 

10:20 am - 10:50 pm

Executive Exchange

 

Thought Leadership

TBD
 

10:55 am - 11:25 pm

Executive Exchange

 

Executive Boardroom

Engaging Consumers in the Palm of Their Hand

Mobile is likely to be attributed as the biggest game changer for consumer behavior this decade. 2014 saw smartphone penetration hit 75% of the population, whilst tablets hit 50% and 2015 is expected to show even higher numbers. Mobile is clearly taking over as the consumer’s main route to shopping experiences and product knowledge. As a marketer, how then can you use mobile to impact the metrics that matter most? Mobile advertising used correctly can be your most intimate link to your customer. Combined with data analysis of consumer behaviors, brands now have the potential to deliver the right ad, to the right person, at the right time, in the right location. The challenge for marketers; how do you do this without being too intrusive and alienating your customer?

Takeaways:

  • Master how to integrate your customer message seamlessly into the palm of their hand and create memorable moments for your brand through mobile
  • Discover how to understand consumer behaviors to deliver a perfect ad one person at a time
  • Identify ways of streamlining big data analytics to deliver phenomenal consumer experience and increase engagement

Executive Boardroom

Building & Maintaining an Exceptional Brand in the Digital Age

Brand and brand recognition are everything; when a brand is built right it defines a segment, but for every Apple, Coke, or Porsche there are dozens of companies that failed to either build or sustain a strong brand. As challenging as the brand issue has been in the past however, today’s digital marketplace compounds the problem as each individual channel has the capacity to add to or detract from brand awareness and opinion in a way that old school single channel marketing never experienced. CX professionals must work diligently to ensure they are using all available channels to promote a consistent set of experiences, a consistent voice, and a consistent brand.

Takeaways:

  • Brand, like beauty, is in the eye of the beholder so enterprises must use segmentation to better understand customer and prospect expectations
  • As channels are added to consumer experience, marketers must ensure cross channel experience has the consistency and diversity to create appeal
  • Customer Experience cannot be solely responsible for brand propagation and all aspects of the company need to communicate the brand message at all times
 

11:30 am - 12:00 pm

Executive Exchange

 

Executive Boardroom

Closing the Gap between Content and Revenue

This could be the year that the phrase “Content is King” becomes truer than ever as today’s social media and technology driven societies demand material that will actively captivate audiences and, more importantly, engage customers. This is no easy task given the increasingly short attention span of consumers yet proving the value of content is a necessity since accountability for business growth now falls squarely on the shoulders of marketers. Traditional measures such as engagement, page views, and social shares are no longer sufficient for demonstrating ROI and so responsive websites really are the way forward.

Takeaways:

  • Explore whether content tracking will really bridge the gap between content and revenue
  • Learn how to make more informed choices when it comes to sharing content that helps achieve your business goals
  • Determine how to close the loop between content creation and results

Executive Boardroom

Customer Engagement in a Hyper-Connected World

The tables have turned in the consumer-enterprise relationship with the consumer often in an ownership and leadership role. The explosion of connected technologies and information channels they access has created a world of educated, informed, and savvy consumers that often know more about your products and services, and how they compare with those of the competition and enterprises and enterprises are struggling to adjust. Learning how to leverage new tools and technologies that synergize efforts across varied channels to deliver a unified customer experience is quickly becoming a key to marketplace success.

Takeaways:

  • Discover how Customer Experience leaders are aligning and integrating their efforts across varied channels to drive engagement
  • See which techniques are being used to sift through customer data to discover meaningful insights and tailor marketing efforts accordingly
  • Be exposed to the measurement tools that allow CX pros to integrate the traditional with the digital, the offline with the on
 

12:05 pm - 12:35 pm

Executive Exchange

 

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Think Tank

Driving an Omni-Channel Experience in Financial Services

Maintaining a consistent client experience is key to ensuring a consistent client relationship, which in turn leads to greater client retention and spend. Maintaining that consistent experience is complicated by the fact that clients now interact with all providers, not just financial services ones, through a variety of channels that can number into the dozens. It is essential to not have just consistency of look and feel across all channels, but consistency of experience, and indeed to allow individual experiences to occur sequentially across all channels.

Takeaways:

  • Client experience is the primary motivator in client retention and reducing client churn is essential to controlling costs
  • Client experience degrades when channel experience conflicts or limits client choice or activity so consistency is key
  • Optimal experience needs a seamless client “experience ecosystem” that, done well, tightens bonds, reduces costs, and increases spend

Call for Speakers

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Think Tank

Analyzing Customer Voice

In an age of transparency, fueled by digital technologies, social media gives everyone the ability to share their point of view and have it witnessed by thousands, even millions, of people within minutes. In this social age, the customer has found their voice and they are using it; they relate their pain points with products, why they chose a specific product, and what they perceive various products to be. With companies these days having a global footprint, it is apparent that customer’s needs, expectations and viewpoints differ across geographies, cultures and markets. To be able to make sense of this data, Customer Experience leaders need to be armed with a new breed of analytics, one that can unite precision with agility and flexibility.

Takeaways:

  • Identify best practices to use the customers voice to your advantage
  • Learn how to analyze social data in ways that are actionable by your teams across the globe
  • Discover how to use social media analysis to develop successful CX strategies

Call for Speakers

 

12:40 pm - 1:40 pm

Networking Luncheon

 

1:45 pm - 2:15 pm

Executive Exchange

 

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Think Tank

Leveraging Loyalty

Loyalty programs offer great theoretical benefits to organizations by providing the opportunity to enter into long-term relationships that measurably increase profit. They can only be successful however if they do two things: capture and exploit the right client information, and provide the right loyalty rewards that generate sufficient emotional connection without costing too much money. Getting the balance right between the emotional (client) and rational (company) components of the program is the key to success.

Takeaways:

  • The basis of the program must be the right members; you need to know how to emotionally appeal to them to attract and retain them
  • Rewards must motivate members to action they wouldn’t already do
  • Program success is always defined by revenue increase, but you have to know where and how that revenue increase will be derived

Call for Speakers

Think Tank

Social Media and Financial Services

Social media is in many ways considered the “red-headed step-child” of the disruptive technologies that have swept over the industry in the last few years, getting the least attention, being considered the least impactful. Social media however is the furthest thing from a fad in the eyes and minds of consumers and as the technology, and its usage matures, financial services institutions stand to benefit from broader adoption of social media in three ways: driving organic growth, increasing operational efficiencies, and reducing enterprise risk. These benefits cannot be realized without investment of time, money, and effort however and so CX leaders need to look at social media with fresh eyes, and see how these tools can actually drive beneficial change within the enterprise.

Takeaways:

  • Driving customer engagement is a key challenge for all banks and social media, done well, creates the engagement that drives growth
  • Whether through broad-scale marketing programs, streamlined relationship management, or other activities, social media allows banks to rethink and reshape existing processes in ways that are radically more cost effective
  • Information is essential to risk management and the wealth of info shared into social media channels is a gold mine waiting to be exploited
 

2:20 pm - 2:50 pm

Executive Exchange

 

Thought Leadership

Managing the Digital Presence

It is an unfortunately well known aspect of human nature that we are more likely to pay attention to negative commentary than we are to positive. In a pre-social world the opportunity to share those negative opinions was limited, but when those opinions are shared via social media they can impact millions. Marketing departments then need to help their organizations manage this messaging and a Social Media Monitoring Platform (SMMP) can be key to saving face and preserving online dignity.

Takeaways:

  • No matter how good a job you do or how consistently you do it, someone is going to be unhappy
  • Social media makes the potential impact global
  • An actively managed SMMP is essential to ensure brand integrity
 

2:55 pm - 3:25 pm

Executive Exchange

 

Executive Boardroom

Measure and Manage Brand Health

Managing brand health has become more complicated as the expansion of offline and online channels creates a vast array of consumer data that can be used for analysis in the post-digital age. The four V's brought on by this data deluge — volume, velocity, visibility, and volatility — make it increasingly difficult to effectively manage and act on data sources without rethinking the approach. Learning how to manage this growing data flow to enable continuous improvement, gain competitive advantage, and optimize brand experience strategies is essential for long term success. CX professionals must measure brand health from three dimensions: point-in-time, real-time, and forecast data. Armed with this 3D perspective, they can then turn measuring brand health into managing brand health.

Takeaways:

  • Learn how to measure brand health in the post-digital age
  • To be successful with brand health, you must first measure brand health across three dimensions 
  • Measurement is not enough; turn measuring brand health into managing brand health

Executive Boardroom

The Journey to Cross-Channel Optimization

As our marketing sophistication evolves, brands strive to move from simply executing in each individual channel to optimizing each customer’s experience across all channels. By utilizing a proven path to help you advance your customer experience program to the next level, achieving cross-channel optimization can be a reality for any brand, regardless of its current state of sophistication. To make it all come together though you need to be able to assess your current CX program and take the most effective steps to continually move your organization's cross-channel experience efforts forward.

Takeaways:

  • Assess your organizational capabilities to understand organizational maturity
  • Learn about the journey brands must take in order to achieve cross-channel optimization
  • Understand key levers to help you improve enterprise CX sophistication
 

3:30 pm - 4:00 pm

Executive Exchange

 

Executive Boardroom

Driving an Omni-Channel Experience

Maintaining a consistent client experience is key to ensuring a consistent client relationship, which leads to greater client retention and spend. Maintaining that consistent experience is complicated by the fact that clients now interact with companies through a variety of channels that can number into the dozens. It is essential to not have just consistency of look and feel across all channels, but consistency of experience, and indeed to allow individual experiences to occur sequentially across all channels.

Takeaways:

  • Client experience is the primary motivator in client retention
  • Client experience degrades when channel experience conflicts or limits client choice or activity
  • Optimal experience needs a seamless client “experience ecosystem”

Executive Boardroom

Driving Customer Experiences through Global & Local Interactions

Today’s “global-local” marketplace offers tremendous opportunity, but is rife with potential pitfalls as smaller local providers are threatened by the size of global behemoths, while those global behemoths are challenged by the nimbleness of local providers. To be efficient and effective companies need to blend the best of both worlds, global economies of scale with local knowledge and flexibility, to deliver an engaging and rewarding customer experience. CX leaders need to build the capability to understand, categorize, and capitalize on small-scale local demand and address it with large-scale global capacity.

Takeaways:

  • Understand the expectations of the modern customer by seeing the impact of both local and global pressures
  • See how competitive brands go about maintaining a global brand while maintaining localized experience and feel
  • Data is the driver of the global local experience so building a capacity to capture the necessary client differentiators becomes key
 

4:05 pm - 4:35 pm

Executive Exchange

 

Think Tank

Going Glocal

With the combination of mobile computing opening new channels to more people, and social media allowing them to connect, our world has never been smaller and our access to global markets never been greater. To find optimal success in these global markets we need to tailor our efforts to respect local cultures while also drawing enough of the global culture into local market offerings. Building a glocalization program that creates a seamless fusion of these disparate cultural elements is essential to enhanced success both abroad and at home. 

Takeaways: 

  • Think globally, act locally is a mantra that has never been more relevant or accurate than it is today 
  • To be successful globally companies must respect local culture 
  • The reverse can be true in that global culture can yield local benefit

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Think Tank

Creating Personalized In-Store Experiences

As more and more consumer dollars are channeled to online shopping channels, the impact is being felt at the bricks and mortar level where sales growth lags at less than a quarter of what is being seen digitally. Impacted this further is the “show-rooming” phenomenon whereby customers will visit a physical store to simply look at a product they always intend to purchase online. To combat these trends retailers must create deeply engaging personalized experiences that create and leverage customer loyalty by using a combination of services (such as opt-in free Wi-Fi), integration (with non-physical shopping channels), and analytics (to better understand buying patterns and behavior).

Takeaways:

  • The bricks and mortar shopping experience is under ever increasing threat from online shopping
  • Online retailers have greater ability to know client buying behavior seeing not just what is purchased, but what is considered also
  • Physical retailers must leverage their own online info, and capture equivalent info in store to provide personalized experiences

Call for Speakers

 

4:40 pm - 5:20 pm

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Executive Visions

Increasing the Value of your Digital Content

Everyone is familiar with the adage Content is King, and as recently as 2008 noted content marketing expert declared that content marketing [is] the only marketing left because consumers have become so good at filtering. But content marketing has been around, arguably, since the 1800s and clearly many organizations still havent gotten it right. To be efficient and effective, content marketers must be active (providing content regularly), diverse (using a variety of channels), and valuable (providing content that really is CONTENT and not just noise).

Takeaways:

  • TV, print, and even banner ads are becoming less and less useful as consumers become more adept at filtering and ignoring
  • Social and mobile are the technology trends driving content marketing so good strategies in these areas are essential
  • Content marketing equally beneficial for B2B and B2C initiatives
 

5:20 pm - 5:30 pm

Thank You Address and Closing Remarks

 

5:30 pm - 7:00 pm

Cocktails & Networking