8:00 – 8:50

Breakfast

9:00 – 9:50

Panels

Theme – Personalisation & Trust

Privacy journey design for CX

Superior CX requires that we understand customers well enough to predict what will make them happy. Doing this at scale means deducing preferences by observing the behavior of anonymous buyers and feeding that into a predictive ML model.

Seems harmless enough, but this is precisely the sort of data gathering and analysis that privacy advocates often object to. As countries adopt greater privacy protections for consumers, how can you design and measure the privacy-related KPIs and metrics needed in your CX measurement programs to monitor journey performance?

Theme – Customer Experience Analytics

Building a customer relationship health management program

An annual feedback survey won’t uncover very granular trends or emerging topics in the feedback they collate. This kind of static approach is designed to measure and report, not manage and drive action.

By becoming effective listeners who take targeted, results-driven actions on their customer insights, brands can create a loyal customer base that’s more cost-effective than constantly driving new business. In this session we’ll work through the data & analytics framework needed to manage, not just measure your customer relationship health.

10:00 – 10:50

Panels

Theme – Personalisation & Trust

Moderated by:

When does personalisation create a trust problem?

We believe that personalisation delivers less buying friction, improves average order value, and improves CSAT. While this is true, there is a point at which personalisation is perceived to be intrusive. In fact Meta (Facebook) lists “knows too much” as a reason for blocking an ad in your feed.

The answer to this question is not simple, because it varies by culture, by demographics and by channel. In this session we’ll discuss some of the ways companies are making sure their personalisation efforts are welcomed by customers. We’ll also discuss how to tell if you have a trust problem and how to recover.

Theme – Customer Experience Analytics

Moderated by:

The case for real-time customer analytics

In 2022, no forward looking company is building mission-critical analytics that generate monthly insights. Real-time (or near-real-time) analytics is the only way to ensure you’re keeping up with the ever-shifting consumer demands shaped by hundreds of unpredictable factors.

Real-time customer analytics will require investment in technology and resources that executive management may be reluctant to sign off on. In this session we’ll discuss the core points you’ll need to bring to any budget discussion about upgrading to real-time.

11:00 – 11:15

Executive Insights Sessions

Theme – Personalisation & Trust

Best practices for encouraging product reviews

Positive online reviews are the best predictor of ecommerce sales success, but how do successful sellers ensure customers are leaving any reviews at all? We’ll explore the different approaches companies take to build product reviews into the buyer journey. What are the dos and don’ts, and how can you do to accelerate the accumulation of positive product reviews?

Theme – Customer Experience Analytics

Comparing metrics between mobile, PC and smart devices

Customers interact with your brand differently on different hardware. You’ll likely see different customer demographics on different devices too. In this session we’ll discuss how the same metrics have different meanings on different hardware, and how you can interpret these to improve CX on all the devices your customers use.

11:20 – 11:55

Panels

Theme – Personalisation & Trust

Moderated by:

Modernizing CX to reduce customer effort

Most CX & CS leaders are charged with creating experiences that are efficient, aligned with customer preferences, and create meaningful connections often by leveraging some form of AI or intelligent automation.

Because AI is freeing agents from low-value work and providing more useful data and guidance, building rapport with more customers is happening. In this session we’ll discuss ways forward-thinking companies are reducing customer effort by simultaneously elevating individual digital experiences, improving integration between channels, and taking a more strategic approach to customer journey design.

Theme – Customer Experience Analytics

How to graduate from loyalty program to loyalty brand

Most loyalty programs start out as purely transactional, but building true loyalty to your brand requires more than points and rewards. In this session we’ll discuss how companies are taking their loyalty programs to the next level and the kinds of outcomes they are seeing as a result.

More referral sales? Yes. Customer evanglists? Absolutely. Higher customer lifetime value? No doubt.

12:00 – 13:00

Lunch

13:00 – 13:50

Panels

Theme – Personalisation & Trust

Converting real-time analytics into real-time actions

The case for real-time analytics is built on the need to catch CX problems and take advantage of CX opportunities quickly. But converting analytics into actions in real time (or close to it) is not automatic or easy. In this session we’ll discuss practical actions companies have put into practice that are directly triggered by their CX analytics.

Theme – Customer Experience Analytics

Moderated by:

Driving CX investment with ROI-focused metrics

Marketers and CX leaders often measure their programs with aggregated metrics like NPS and CSAT, but when it comes time to defend a CX budget you need to show how CX generates revenue or reduces cost. The most straightforward way to accomplish this is by adopting metrics that clearly communicate ROI. In this session we’ll discuss what these ROI-focused metrics are and how to set them up in your organization.

14:00 – 14:30

Networking Break

14:30 – 17:30

Meeting & Learning

18:00 – 18:45

Cocktail Reception

18:45 – 20:30

Dinner

7:30 – 8:45

Breakfast

9:00 – 9:50

Panels

Theme – Personalisation & Trust

Moderated by:

New approaches to personalisation with 1st-party data

The heightened focus on 1st-party data has opened up new opportunities for personalising your customer journeys. In this session we’ll discuss the latest personalisation trends being driven by the increasing volume of 1st-party data.

Theme – Customer Experience Analytics

Building loyalty by valuing your customers’ data

Consumers are increasingly concerned about their personal data being collected and how it is used. They want companies to provide them with transparency and control over their data.

Companies are beginning to look at differentiating their brands by explicitly recognizing the value of customer data, using it to drive customer loyalty. IDC says that by 2024, privacy will be redefined as the “value of data,” and vendors will provide loyalty services in exchange for consumer data with 60% of consumers in developed countries participating. In this session we’ll discuss how to get ahead of this trend.

10:00 – 11:50

Meeting & Learning

12:00 – 12:50

Lunch