It is the year of Customer Experience (CX)!
Recent studies showed that today’s markets are driven by ‘data and experience’ as focal point of digital activities. At the same time, companies around the globe are investing heavily in design and creative renaissance to differentiate their brands.
Delivering remarkable customer experience (CX) takes the right culture to achieve the right blend of tech,
data and design.
Companies committed to delivering experiences are adopting a cross-team approach with the customer at the heart of all initiatives and collaboration. These organizations are winning significantly, and have built a cohesive, long-term plan for attracting future customers. It is not surprising that these companies are at the top of their sectors.
This seminar presents thought leadership, best practices, and successful case studies on customer experience (CX). Get insights on how effective CX programs encompass overall customer interactions in various channels to get them to loyalty and brand advocacy.
KEY SEMINAR TOPICS
1. Driving Customer-Centric Growth and Innovation
Companies must deliver a total experience that is purpose-led, customized and consistent. Cultivate and inspire a culture of customer experience innovation in your organization. Identify business leaders in various departments that can act as ambassadors for CX efforts and lead the charge for the rest of the company to get involved. Learn how to create an environment that encourages people to think outside the box, and keep pushing customer experience forward.
2. The Impact of Employee Experience on Delivering Customer Experience (CX)
Employees must be sufficiently empowered and trained to deliver customer experience. It takes a highly coordinated approach across the whole organization, with commitment from the top of the business to put the customer at the heart of all decision-making. A cross-team approach ultimately means ensuring that employees are motivated to work together across departments in order to bring about the best experience for customers.
3. Integrating Data Into CX Measurement
Can you measure a 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 Efforts and digital media investment. Know the tools available to measure customer satisfaction, effort, emotion and promoter score.
4. Building a Strong and Effective Voice of The Customer (VoC) Program
When you really know what your customers want, you can design business strategy, craft messaging and offer solutions that truly resonate with customers and thereby provide a significant uplift in marketing effectiveness, sales conversions, satisfied customers and ultimately Customer Lifetime Value. Mapping customer journeys and capturing omni-channel feedback at every interaction, empower every single person within the organization with data-driven insights and real-time actionability that helps in making CX a key driver of growth and profitability.
5. Designing and 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.
6. Using AI, Bots, RPA to Create More Captivating, Convenient Experiences
Recently, breakthroughs in AI made it possible for organizations to get a complete, accurate and timely overview of their CX. It is used not only to turn customer data into business intelligence with unprecedented speed, but to discover unexpected insights based on textual customer feedback. How do you harness intelligent automation, or combine bots, processes and people to deliver more efficient and effective service, and an exceptional customer experience?
7. Creating Emotionally Engaging Experiences Using the Power of Storytelling
How can you map the emotional connections that a customer has with your brand? Effective brand storytelling and emotional connections 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.
Who Should Attend
Managing Directors, General Managers, Business Owners, Entrepreneurs, Innovators, Business Development Directors/Managers, Strategic Planners, Corporate Planning Executives, 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
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 August 31, 2018)
5% Discount to Past Delegates of Fiera Programs
Reviews on Past Customer Experience (CX) Management 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
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