Customer Experience Management Seminar 2017
Date:
April 18 - 18, 2024
Location:
Overview
As consumers are empowered and take the lead in the purchase cycle, such reality is exerting pressure in businesses to create remarkable and delightful customer experiences.
Customer Experience (CX) is the overall quality of interactions a consumer has with the company, products and services. It is one of the hottest topics in the world of business today.
CX is more than serving your clients. CX includes interactions through traditional channels, website purchases, phone calls, live chat, social media, SMS and other emerging communication medium or touchpoints.
Learn how to create CX strategy that encompasses all customer interactions. Know your customers well to deliver personalized experiences that will entice them to remain loyal and to become advocates of your brand by actively spreading positive words about your company, products and services.
Key Seminar Topics
1. Leveraging Consumer Insights to Drive Customer Engagement
Analyze significant customer behavior and habits in mobile to better understand your customers and efficiently engage with them. Millennials are now the largest generation domestically and worldwide. Make sure that your customer experience design is ready to keep up with the desires and expectations of these customers.
2. 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.
3. Beyond Products and Purchases
Customer Experience (CX) is defined not just by the product but by every interaction the customers have with your company. Innovative companies create strategies that are based not solely on the product, but on the entire product service experience. They create value for their customers beyond a traditional product category, thus resulting in significantly increased loyalty.
4. Measuring CX
How do you efficiently measure your Customer Experience 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.
5. 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.
6. Employee Engagement
Employee engagement can enhance customer experience. How do you capitalize on your employees and make them your brand ambassadors? Your employees’ feedback and experiences with customers are important factors to consider in creating your CX program. By empowering, motivating, and incentivizing excellent work of your employees, you can expect them to treat your customers with care that they deserve.
7. Understanding of Digital Customer Experience
Digital platforms can now provide access to listen, understand, and add value to your customers’ lives. Great and remarkable customer experience demands digital. As consumers increasingly turn to digital media to evaluate and compare products and services, research companies, and make purchases, their digital experience can make or break your company’s success.
Who Should Attend
Chief Executive Officers, Chief Operations Officers, Chief Marketing Officers, Chief Digital Officers, Chief Relationship/Reputation Officer, Customer Relationship Directors/Managers, CX Directors/Managers, Customer Innovation Directors/Managers, Managing Directors, General Managers, Business Owners, Entrepreneurs, Brand Marketers, Product Managers, Merchandising and Promotions Officers, Sales Managers, After-sales Managers, Account Managers/Officers, Business Development Directors/Managers, Customer Service Representatives and Agents, Customer Care Officers, Academe, those involved in customer experience/relations management and those who build a customer-centric business model in their respective organizations.
Registration Fee, Discount and Payment Scheme
PHP 7,599 + 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
10% Discount for Early Bird (Register and Pay on or Before July 31, 2017)
5% Discount to Past Delegates of Fiera Programs
The Resource Speakers and Experts
Jos Ortega
Chairman and CEO
Havas Ortega
Jos is the Chairman and CEO of the Havas Ortega, the first fully-integrated media agency in the Philippines that believes in ‘Stories. Experiences. Meaning.’
Havas Ortega was ranked #1 by RECMA, an independent research firm auditing media agencies.
Jos is the Founder and Chairman of BrandLab, the strategy company that helps its CEO clients build enduring brands and effect organizational transformation.
He began his career in 1983 at Lintas Manila (now Lowe), handling primarily the Unilever business. He then spent a cumulative 10 years with Ogilvy & Mather, where he won the Grand Prix in the 1997 O&M Asia Pacific Strategic Planning Competition. In 1993-1997, Jos was the Country Training Director for the Manila office.
In 1998, he co-founded the award-winning agency, BBDO Guerrero Ortega. He was the BBDO Asia Regional Training Director in 2000-2001. He remained as Vice-Chairman until 2008, then joined WPP Marketing Communications as the Chairman and CEO of J. Walter Thompson).
Outside of work, Jos was the Golden Year President of the Philippine Marketing Association in 2004 and the Secretary-General of the Asia Pacific Marketing Federation in 2005-2006. His personal advocacy is youth education through his Mad World Conferences with the Philippine Junior Marketing Association. It attracted more than 6,000 student participants in 2015. He was an Adjunct Faculty of the Asian Institute of Management in 2013 and 2014. He was the Advisor of the Marketing Department at the De La Salle University.
Maria Luz ‘Yayu’ Javier
President and COO
Avanza, Inc.
Yayu Javier is the President and Chief Operating Officer (COO) of Avanza, Inc., formerly MotivationAsia Philippines, Inc., a leading CRM and Loyalty Marketing company in the Philippines.
She has over twenty years professional experience in CRM, loyalty marketing and performance improvement; seventeen years experience in integrated marketing communications industry covering Philippines and Brunei markets. She acquired incentive and loyalty training from Maritz, Inc., a leading loyalty and global company based in the US and was awarded Maritz President’s Honor Roll in 2008. Her professional exposure spans retail, FMCGs, banking, and telecom industries.
Her work experience covers advertising (creative design, strategic planning and execution), CRM, rewards and loyalty, data analytics, call center operations, IT design and development (mobile/web), events, research, and audit controls.
She is an established Expert in CRM and has been invited as resource speaker in the Philippine Marketing Association National Marketing Conference, Bank Marketing Association, Bank Marketing Association in the Philippines, and Philippine Franchise Association. She is a regular column writer on CRM and Customer Service for the Philippine Retailer Association magazine.
She is the current Secretary General of Marketing Institute of the Philippines; President of Philippine Marketing Association in 2014; Board of Trustees of the Bank Marketing Association of the Philippines.
She holds an MBA from Ateneo Graduate School and Bachelor’s degree in Fine Arts major in Advertising from College of Holy Spirit.
Eduardo Mapa, Jr.
Founder and CEO
Castle By The River
A Digital Transformation Agency
‘Digital Transformation Agent and Evangelist, Culture Maker, Data Whisperer And Chief Storyteller – At Large.’
Ed is the Founder and CEO of Castle By The River, A Digital Transformation Agency.
He has over 25 years of experience in the field of advertising, digital marketing, public relations and strategic planning.
Prior to moving in the start up and consultancy arena, Ed’s career spanned across key markets in Asia and worked with global advertising and marketing networks: Omnicom Group and Havas.
He was CEO of Digital Arts Network (DAN)/TBWA Manila; Co-Founding Partner of Havas Media Ortega in Manila; Chief Innovation Officer, Havas Media China; CEO of Havas Digital, Beijing; CEO of Havas Digital Mumbai, India; CEO and President of Media Contacts, Philippines (now Havas);Regional Account Director, Euro RSCG (now Havas) in Singapore.
He has led numerous innovative advertising and digital marketing campaigns and handled the businesses of Procter & Gamble, Unilever, Intel, Volvo, Smart Communications and Globe Telecoms among others.
Ed is one of the Co-Founding Directors of the Internet and Mobile Marketing Association of the Philippines (IMMAP)- the country’s premiere industry authority in digital marketing. He is recognized father of the ‘Boomerangs’– considered as the Oscars of Digital marketing campaigns in the Philippines and just recently, Ed was the Director-In-Charge of the highly successful first Philippine Digital Congress in 2016 at the Philippine International Convention Center (PICC).
Franco del Rosario
Managing Consultant
Six Sigma Consulting Manila
Franco is the Managing Consultant of Six Sigma Consulting Manila. He was five years with Arcadis Philippines (formerly Davis Langdon Seah Philippines) for which he was the Head of Corporate Development and Strategy and the CEO Coach. He worked for fifteen years with IBM North America in New York and Florida in Marketing and Financial functions. He had ten years work stint with the Dole Food Company in the US, Nicaragua, Korea, and Japan in Marketing. He is a Lean Six Sigma Green Belt and Green Associate of the Leadership in Energy and Environmental Designs (LEED GA) of the US, Green Building Council.
His company, Six Sigma Consulting, specializes in C-Suite Executive development, independent facilitation of strategic planning, sales and marketing reviews, and enabling firms to leverage corporate culture for strategic advantage and drive increased profitability and efficiency.
Franco holds an MBA from Columbia University, New York, USA. He holds a LiaCom dual degree in History and Political Science and Commerce major in Accounting from the De La Salle University. He was a former Vice President and Governor of the Management Association of the Philippines (MAP).
Ricardo ‘Ricky’ de Vera, MBA, CSP, CMP
Certified International Trainor – Singapore and Japan
Lead Facilitator/Coach – ASEAN Center of Excellence
Ricky de Vera is a Certified International Trainor on Salesmanship, Customer Relations Management, Customer Service Management, Leadership and Business Development. He is a Consultant for Retail, Manufacturing, Pharmaceutical, Real Estate, Banking & Finance, Telecommunications, IT, amongst others. He is the Author of ‘Business Psychology In Work Organizations’, a reference guide to employee-employer interaction. He is a Contributing Writer for major newspapers – Philippine Daily Inquirer, Business World, China Business Magazine, and Entrepreneur Magazine.
Ricky holds an MBA degree and a Professor in De La Salle University. He is the first Filipino Trainor authorized by the Australia/New Zealand Marketing & Sales Association to conduct diploma courses and specialized workshops. He got his training from the International Training Institute of Singapore and Association for Overseas Technical Scholarship (AOTS) in Japan. He works with Philippine Retailers Association, Franchise Association of the Philippines, Association of Foreign Trainors in Asia and Pacific, ASEAN Integration Center for Training Excellence and Philippine Marketing Association. He is the Strategic Marketing and Business Consultant of the Department of Trade and Industry and Department of Tourism.
Ricky, with his training and expertise in Behavioural Psychology, presents an unorthodox, dynamic and behavior-driven approaches to Salesmanship and Customer Service Management.
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