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. Understanding CX towards customer-centric 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. 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.
3. 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.
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. Integrating Data Into CX Measurement
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. Transform customer engagement with AI (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. AI, rather than mobile, is the next differentiator and battlefield for CX professionals and marketers to succeed. But companies need help to differentiate between gimmicks and actual transformative use cases.
8. Bots and Brains: The Perfect CX Marriage
Chat bots are emerging in PH. Are they really providing the optimal customer service experience? 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 March 11, 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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