panelist.com Open in urlscan Pro
13.226.158.8  Public Scan

Submitted URL: https://sit-down.cmail20.com/t/y-l-bjdluyk-iklidiutyk-y/
Effective URL: https://panelist.com/events/cco-uk-live-series-march-edition-2022
Submission: On February 25 via manual from SG — Scanned from DE

Form analysis 3 forms found in the DOM

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CCO UK Live Series - March Edition 2022
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CCO UK LIVE SERIES - MARCH EDITION 2022



Designing and Adopting a Data Driven CX Strategy as a Means to Culminate
Strategic Decisions.



22 MARCH 2022 • 12:00 PM - 02:45 PM(YOUR LOCAL TIME)

Register now

Event overview



CX Strategies, ISSPs & People Strategies, can all be artefacts that are
over-rated.

They often don’t convert to reality. What an organisation needs is a CX Plan
that is the Level Lower than what are often just Waffly Strategies.

Here we assess this and cover:




 * Organisation alignment on who the customer is - Truly defining the customer
 * Unifying your engagement strategy and delivery to CX growth
 * Board and management buy in - Getting the non CX excited about the power of
   CX
 * Clear communication: From Ambition to mapping, from mapping to the power of
   the spoken word: Truly communicating and filtering down the strategy, step by
   step from top to bottom to ensure a unified commitment across all business
   units



Industries



 * • Banking

 * • Education Management

 * • Financial Services

 * • Health, Wellness & Fitness

   

 * Show more

Audience



 * • Chief Customer Officer

 * • Chief Experience Officer

 * • Chief People Officer

 * • Chief Transformation Officer

   
 * 

What to expect

 * 6
   
   Sessions

 * 150
   
   Virtual Attendees

 * 1:1
   
   Live Interactions

 * 5+
   
   Speakers

   

Key discussion points


 * Adapting customer experience during COVID-19 and beyond
   
   Reassessing all aspects from technology, teams, and work- life balance

   
   
 * The full CX Experience
   
   CX for employees, stakeholders and customers 

   
   
 * Diversity is Key
   
   Maximising on diversity and multiculturalism in your organisation 

   
   
 * CX, EX & BX
   
   Customer Experience is No Longer Enough – How to Stay Ahead with Business
   Experience 

   
   
   

Event speakers

Nadia Adelstein

Portfolio Manager

Sit-Down

Simon Johnson

General Manager

Freshworks

William Carson

Director of Market Engagement

Ascensos

Jane Austin

Chief Experience Officer

Digitas

Chris Humphris

VP Digital First Engagement

Verint

Veronica Amestoy

Chief Customer Engineer

Google

Faiza Syed

Head of Customer Experience

ISG

Agenda

PLENARYPLENARY

12:00 PM - 12:05 PM(your local time)

keynote

Welcome Note

Nadia Adelstein - Sit-Down

Speakers

Nadia Adelstein

Portfolio Manager

Sit-Down

12:05 PM - 12:25 PM(your local time)

keynote

Thought Leadership: Discover How Stuart Delivers Personal, Proactive Support In
a Scalable Way. Intercom

Owned by GeoPost, Stuart is the leading logistics platform in Europe, operating
in more than 100 cities with over 3,500 clients and counting. Having previously
used email and SMS to communicate with both their clients and couriers, the team
at Stuart knew they needed a channel that was faster, more efficient, and more
personal to help them onboard and support their customer base as they grew their
presence across Europe.

12:25 PM - 12:45 PM(your local time)

keynote

Keynote: Organisation Alignment on Who the Customer is - Truly Defining the
Customer

Clear communication is key not just with in organisation but also when targeting
customer.




 * From Ambition to mapping, from mapping to the power of the spoken word
 * Truly communicating and filtering down the strategy
 * Ensuring a step by step from top to bottom unified commitment across all
   business units




12:45 PM - 01:05 PM(your local time)

keynote

The Automation Building Tips That CCOs Need to Know to Increase Efficiency &
Make Customers Happier

Chris Humphris - Verint

The experience of the past 2-years has propelled consumers around the world to
work remotely, shop online and connect virtually. The shift to all-digital is
here.

Brands have also had to adapt quickly to the changing environment but soon
realised that they could not always meet demand.

 

As consumer expectations grew, contact centres leaned more heavily into the ease
and convenience of automation, leveraging AI to meet these rising demands.
There’s now no going back nor can there be any standing still. In the drive for
competitive edge and customer preference, organisations need to remodel their CX
strategy. So how can conversational AI help organisations thrive? Learn:

 

* What has changed - why automation and why it’s so crucial now.

* How to build automation without losing the human touch.

*The building blocks of automation that CCOs must consider to delight both your
agents and customers.

*Discover how customer facing organisations are transforming their approach with
conversational AI.

Speakers

Chris Humphris

VP Digital First Engagement

Verint

Partners

Verint



01:05 PM - 01:25 PM(your local time)

keynote

Keynote: Unifying your Engagement Strategy and Delivery to CX Growth

How to master the digital transformation for a smooth CX.




 * Developing a strategic framework for customer lifecycle
 * Embedding technological innovation to enable business strategy
 * Evolving the team with digital skills and embracing change




01:25 PM - 01:45 PM(your local time)

panel

Using a Data Driven Approach to CX to Gain Buy-in From Key Strategic Decision
Makers

Simon Johnson - Freshworks

Customer data should be used to unify sales, customer support and marketing. But
when putting forward a new strategy to key decision makers, a CX leader needs to
see data beyond the role of creating customer engagement and generating loyalty.
The mismanagement of data or failure to spot data silos can lead to instances
such as communications going out that are not synced with customer habits. But
it can also contribute to problems for the business as well as the customer. In
this session, we'll highlight the key talking points that you should be
discussing with your board when investing in the right CX strategy, to help you
and your peers achieve a better view of the customer and their habits, whilst
aligning back office operations, reducing cash burn and improving the capacity
of delivery and logistics.

Speakers

Simon Johnson

General Manager

Freshworks

Partners

Freshworks



01:45 PM - 02:05 PM(your local time)

keynote

Keynote: Creating a Step by Step Business Strategy

Truly communicating and filtering down the strategy, step by step from top to
bottom to ensure a unified commitment across all business units




 * Developing a strategic framework for customer lifecycle
 * Embedding technological innovation to enable business strategy
 * Evolving the team with digital skills and embracing change




02:05 PM - 02:25 PM(your local time)

panel

Panel: Getting the Non-CX Excited About the Power of CX

Building a customer-centric organisation in today’s world is imperative to
remain competitive. This panel will address:




 * How to build a customer-centric culture
 * Anticipating customer needs through feedback and data analytics
 * How are businesses fostering a positive customer experience throughout the
   customer journey

02:25 PM - 02:45 PM(your local time)

keynote

Keynote: Truly Defining the Customer

The more we listen, understand and know our customers the better the CX will be.




 * Customer journey mapping as a process to drive organisational change
 * Organisation alignment on who the customer is
 * Create an emotional connection with your customers




Event partners



Verint



Intercom



Freshworks





CCO UK Live Series - March Edition 2022

22 March 2022 • 12:00 PM(your local time)

Register now

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 * Phone  0282796555
   
   
 * Email  info@sit-down.com.au
   
   
   

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