As customer experience becomes key to business sustainability, CX innovators now are mandated to ‘be the engine of growth’ for the company.
Successful brands learned to understand customer to deliver compelling and engaging experiences in the moment.
The next breed of CX innovators, however, are using smart insights derived from deep customer understanding to discover completely new business opportunities, expand customer relationships into new verticals, and explosively grow revenues (Forrester Research).
This radical innovation can only be pursued by enterprises that are driven by CX, not merely informed or improved by it.
Dynamic companies pursue ‘radical innovation’ (not just incremental innovation) and refer to this as the emerging benchmark of CX leadership. Disruptive customer-centric innovation is required to achieve explosive business growth.
To drive growth, CX leaders must take on a visible, assertive and decisive profile in directing the whole organization towards new business opportunities, new and existing customers, and new sources of revenue.
This seminar presents CX thought leadership, best practices, successful case studies to expand existing CX strategy. Get cutting edge insights on how innovative CX programs encompass overall customer interactions using omni-channel approaches to deliver new opportunities and increased revenues.
Key Seminar Topics
1. Generation CX: Understanding CX growth and innovation
Companies must have deep understanding of the culture of customer experience innovation in the age of digital. They are challenged to deliver total experience that is purpose-led, customized, and consistent. Cultivate, inspire CX culture, and identify leaders who can act as ambassadors for company CX initiatives. Learn how to create an environment that encourages people to think outside the box, and keep pushing customer experience forward.
2. CX Innovation: What is the secret sauce of CX Innovation?
CX professionals are seeking innovative approaches to transform customer experiences and unleash new sources of revenue. Know where best to begin and how to scale successful efforts. Take look at case studies of companies which are innovating, what they have achieved, and what lessons can be applied to your CX initiatives.
3. Why better customer experiences start with better employee experiences
Discussion looks at factors that lead to better employee engagement, experiences, motivation to stay with their companies, and to be more productive with the mindset of delivering excellent customer service
4. Engaging customer experiences using the power of emotions
How can you map the emotional connections that a customer has with your brand? Effective emotional connections and brand story can help improve customer experiences. Customer stories that contain rich detail and emotion can be powerful in demonstrating the value employees bring to the customer experience.
5. CX Measurement: How do you measure customer delight?
How can you measure customer emotional connection and use that metric to further your customer experience program? Advances in data techniques and new measurement capabilities are allowing marketers and advertisers to understand the true value of their overall CX initiatives and digital media investment. What are the tools available to measure customer satisfaction, effort, emotion, and promoter score?
6. Implementing omni-channel customer experience in the digital age
How do you achieve seamless CX through a holistic view on the customer? Marketers need to harness digitization and technologies to win over the next generation of customers. Learn how to deliver a unified customer experiences and maximize engagement with consistent messaging and experience across channels.
7. Social Customer Care: Why Marketers Should Care
Learn how small and medium-sized businesses can offer reactive and proactive customer care. Discover how convenience and humor can endear customers to create positive customer experiences.
8. Bots and Brains: Transforming customer engagement with Artificial Intelligence
Managing the sophistication of today’s omni-channel, personalized customer engagement exceeds human cognitive capacity. Artificial Intelligence (AI) helps close the gap and has potential to drive efficiency and deliver business value. Find out how you may be able to have the best of both worlds blending human intuition with efficient high tech responsiveness.
Who Should Attend
Managing Directors, General Managers, Business Owners, CMOs, Entrepreneurs, Innovators, Business Development Directors/Managers, Strategic Planners, Corporate Planning Executives, 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, 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 in the organization.
PHP 9,999 + VAT, inclusive of meals and kit
Discount Scheme (Choose 1 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 July 30, 2019)
5% Discount to Past Delegates of Fiera Programs
Reviews on Past Customer Experience (CX) PH Seminar …
1. Very informative. Expectations were exceeded.
– Luis Castillo, Zuellig Pharma
2. Topics were relevant and discussed in an orderly manner.
– Dennis Makalintal, PNOC-EC (Philippine National Oil Company Exploration Corporation)
3. Speakers are all knowledgeable about the topics. The presentations were engaging and most of it are applicable to our company situation.
– Ruth Chiva, Zuellig Pharma
4. Very insightful seminar.
– Jon Lendl Mendoza, Petron Corporation
Call: +632-8960639, 8960637
Fax: +632-8960637, 8902101
Visit Website: www.fmi.com.ph
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The Resource Speakers and Experts
‘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 Mumbia, 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).
President and COO
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.
Business Excellence Leader
Praveen Tatia is the Vice President, Business Excellence Leader of Accenture Philippines.
Previously, he worked as Global Head, Customer Experience Management Group (CEM), UBS & CIS, PH of Cognizant Technology Solutions Philippines, Inc. He worked with Genpact India and Philippines under different roles in Process Excellence, Transitions & Solutions, Re-engineering and Operations.
He has over 17 years of experience in BPO industry, specializing in leading global and cross functional teams for enhancing Client and Customer Experience, establishing business process management systems for contact centers and deploying Lean Six Sigma, Transitions, new account set up and process re–engineering.
He graduated with a Bachelor’s degree in Pharmacy from L.M. College of Science & Technology, Jodhpur and a PGDBM (equivalent to MBA) in Operations Management from IMT Ghaziabad.
Executive Strategy Director
Jason Cruz is the Former Head of Digital Strategy/Business Lead for Social, MRM/McCann Manila, McCann Worldgroup Philippines. He specializes in digital and integrated marketing solutions, social marketing and products, and digital education for clients.
He is one of the leaders and strategic planners for new business ventures for McCann Worldgroup Philippines.
His social media and community management strategies are applied in the industry through some of the country’s biggest brands and businesses. As a subject matter specialist, he has appeared in dozens of academic lectures around the country’s top universities and numerous television features.
He is a lecturer at the IIDM Certified Digital Marketer Program, Coach of Bootcamp Program at Primal Ape CrossFit (primalapeCF.com). He is a Senior Writer of WhenInManila.com.
He holds a Bachelor of Arts degree in International Studies at De La Salle University.
Founder and Chief Experience Officer
QUIDDITY Usability Labs
Denise Haak is the Founder and Chief Experience Officer at QUIDDITY Usability Labs, a firm that specializes in User Experience, building and improving digital products that are grounded on usability principles. Her current roster of clients include Cebu Pacific, McCormick Culinary, UnionBank, and some pretty nifty start-ups.
Prior to QUIDDITY, she held the role of Agency Business Lead in Google, which she joined in 2012 as part of the inaugural team that was to eventually launch the Google Philippines office. There she worked to foster online marketing evangelization, develop digital capabilities, and strengthen partnerships with local advertising and media agencies.
Denise has spent over a decade in the advertising industry, cultivating client partnerships in her past agencies MRM, Publicis JimenezBasic, Bates 141 and Ogilvy, with brands such as Coca-Cola, Unilever, Nestle, L’Oreal, Kimberly-Clark, Pfizer, J&J, Motorola, Jollibee, Globe Telecom, Ayala Land, Unilab, and San Miguel.
Having endeavored all dimensions of traditional advertising, from PR to above-the-line, Denise inevitably came back to her roots, embracing her inescapable passion for all things digital – an attribute no doubt inculcated by her Computer Science education at De La Salle University.
A noteworthy speaker, Denise has designed, conducted and participated in hundreds of workshops and seminars covering everything from user experience, product development, digital marketing, brand activation, strategic planning and ideation.
In her spare time, Denise enjoys the company of her husband and two boys, plays Ultimate Frisbee, and volunteers her expertise as a mentor and coach for programs such as MarkProf, Globe University and Certified Digital Marketeers. And yes, she speaks Tagalog fluently.
Managing Director and Founder
He is a Lead Senior Faculty at the Center for Operations Research/Management Science (CORMS), College of Engineering, De La Salle University Manila. He is also a Senior Faculty at the Center for Lean Systems and Management (CLSM), College of Engineering and Director, College of Engineering Industry-Academe Linkage. He handled several Lean and Six Sigma projects for Johnson & Johnson (Asia Pacific), Hitachi GST (HICAP), Philippines, Jose Rizal University, Bataan 2020, Private Enterprise Accelerated Resource Linkage (PEARL 2), Kentucky Fried Chicken/Mister Donut, and Primary Steel Corporation. He also conducted lectures, workshops, trainings and seminars for the Manila Electric Company (Meralco), Bataan 2020, Jollibee Foods Corporation, and PHILDANSK, among others.Dennis earned his Bachelor of Science in Industrial Management Engineering and his Master of Science in Industrial Engineering from the De La Salle University Manila. He is currently pursuing his Doctor of Philosophy in Industrial Engineering at De La Salle University Manila specializing on Work in Process Dynamics and Lean Thinking.