The 2nd Customer Experience (CX) Management Seminar 2018

Date: April 13, 2018
Location: AIM Conference Center, Makati City, PH

Register Pay Online

The 2nd Customer Experience (CX) Management Seminar 2018

Introduction

Digital transformation enabled customers to take the lead in the purchase cycle. This reality is exerting pressure in businesses to create meaningful and remarkable customer experiences.

Brands need to design customer experiences that meet customer expectations. This transformation is an opportunity to eliminate underlying customer pain points and re-invent customer experiences (CX) – from the customers’ point of view – making it faster, easier or more convenient than traditional channels to engage.

Understanding the customer takes a deeper level by analyzing customers’ root motivations, desires and pain points. Having a detailed and multidimensional understanding of customers is essential. By applying analytics and cognitive technologies to comprehend both structured and unstructured customer data from a variety of sources, brands can build detailed customer profiles that will help determine the right CX initiatives to invest in and the best approach for customer adoption.

More and more, brands need to design marketing strategies to address specific needs of their customer base. CX initiatives should clearly promote the benefits that customers value, such as, time savings, convenience and faster results.

Customer Experience (CX) is the overall quality of all the interactions a consumer has with a company and its products and services. It is one of the hottest topics in the world of businesses today.

Learn how to create strategy and CX program that encompasses all customer interactions. Such CX program entices customer to remain loyal and become advocates of your brand.

Key Seminar Topics

1. Customer Experience (CX) and Data Analytics: How marketers utilized data to deepen understanding of Customer Experience (CX)?

Data is now the world’s most valuable resource. Digital transformation is happening as data-driven economy is pushing its processes to fully understand its customers. How do businesses used data as a strategic differentiator in creating positive customers experience?

2. How to create Customer Experience (CX) Program?

Context marketing gives you the power to understand your customers and offer them a truly personalized experience. It can help to deliver the right content or services to the right people at exactly the right time.

Marketers, who are aware of their customers’ current and past interactions, know exactly where customers are on the decision journey. They assess and figure out what might improve the customer journey and guide customers toward purchase. These marketers effectively manage the customer experience. Learn new approaches in creating successful customer experience program from the early stages of transformation to more mature stages of customer delight.

3. Measuring CX

How do you efficiently measure your Customer Experience (CX) ROI? Use data and customer experience metrics to guide your strategies. Know the other ways, apart from financial and customer feedback, that can help you measure if your CX strategy is working.

4. Next-Level Personalization Creates Killer CX

Brands become CX leaders by personalizing engagement in a relevant, valuable, and entertaining way. According to Forrester, ‘Superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience’. Here are four guideposts to creating killer CX and getting it right.

5. A Make or Break Business Factor: Engaging Customer Experience (CX)

A personalized experience, enabled through honest, relevant communication and information-sharing, engenders trust, which is both harder to maintain and more important for all companies than ever before. So, what makes an engaging Customer Experience (CX).

6. 7 Customer Experience (CX) Trends in Retail

Customers expect a digitally-supported shopping experience, yet retailers struggle to provide it. Here are 7 trends that will affect the future of retail.

7. Effective Customer Retention Strategies

To deliver a great customer experience, you have to know your customer better than ever before. Creating and maintaining complete customer profiles will help your company understand and measure your customers’ journeys at every touch point across multiple channels. By doing so, you will be able to deliver relevant offers to customers and have closer relationship with them that will drive loyalty and retention.

8. Panel Discussion on Organizational and Cultural Changes

Moving towards a customer-centric organization presents both challenges and opportunities. Customer-centricity is the future and an effective technology strategy is the stepping stone to realizing this goal. Customer-centric leaders should implement a strong VoC (Voice of the Customer) program and strategy and improve customer experience in order to drive profit and gain competitive advantage.

Who Should Attend

Managing Directors, General Managers, Business Owners, Entrepreneurs, Innovators, Business Development Directors/Managers, Strategic Planners, Corporate Planning Executives, Middle to Senior Level Decision Makers, CMOs, Brand Marketers, Product Managers, Category Managers, Advertising Managers, Sales Managers, CRM Directors/Managers, Digital Directors, Digital Marketing Service Providers, Agencies, Publishers, Media, E-Commerce Entrepreneurs, Startups, Account Managers, Branch Managers, Sales Managers/ Officers, Customer Service Representatives and Agents, Customer Care Personnel, Account Managers/ Officers, Government, Academe, and those who are involve in customer experience management and responsible for driving innovation, strategy, marketing, business development, and practicing business excellence and continuous improvement in their organization.

Registration Fee, Discount and Payment Scheme

PHP 8,599 + VAT, inclusive of meals and kit

Discount Scheme

Package of 5 + 1 (register 5 delegates and get additional 1 for free)
20% Discount for Academe/Students/Government/NGOs
10% Discount for Early Bird (Register and Pay on or Before March 15, 2018)
5% Discount to Past Delegates of Fiera Programs

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