It is difficult to achieve an elevated and consistent experience across all communication channels. Social, mobile and even video are complicating how customers engage with each other and the organization. Once aligned however, this effort can provide competitive differentiation that is hard to replicate. Acting upon the voice of the customer, self-service and the digital user experience are key to success. This track helps delegates plan for, build and improve the customer experience, with the goal of creating lifelong customer relationships.
Customer Experience is the Next Competitive Frontier
05 June, 2013 (14:00 - 15:00)
At leading enterprises, a relentless focus on the customer and delivery of satisfying customer experiences is generating remarkable customer loyalty, revenue growth and increased valuations. Deriving these benefits requires a customer-centric approach that focuses on a customer experience (CX) value chain. This session discusses: • What is a customer experience, and how is its improvement measured? • Which projects will deliver the most positive customer experiences? • Which technologies are best for helping to improve the customer experience?
Best Practices for Negotiating with Microsoft, Oracle, Salesforce.com and SAP
05 June, 2013 (16:15 - 17:15)
Four companies dominate the world of IT CRM software, and the challenges of negotiating pricing and contracts with them are formidable. This presentation addresses the challenges of negotiating with the big four and advises on how to orchestrate a successful contract. • What are key trends that affect software licensing and pricing? • What are the key areas of leverage with, Microsoft, Oracle, Salesforce.com and SAP? • What are the key terms and conditions to negotiate with Microsoft, Oracle, Salesforce.com, and SAP?
Workshop: Assessing Your Customer Experience Capability (Reserved for end users only, pre-registration required.)
05 June, 2013 (16:15 - 18:00)
Companies are flocking to programs to motivate, reward and recognize through new methods that don’t always involve compensation. This workshop will explore how gamification is being used to change behavior and drive improved results on what are often non-revenue-related accomplishments. This workshop is a "must do" for sales leaders and sales operations to learn how to adopt gamification, and deploy best practices to increase revenue and heighten the customer experience.
To the Point: Top 10 Mistakes in User Experience (UX) Design Projects
05 June, 2013 (17:30 - 18:00)
Every UX project experiences mistakes. Some mistakes are small, narrow-scope, surmountable annoyances. Others can prove fatal to the success of the project. For example, choosing a promising-but-immature technology may be a mistake, but the real error is to make the selection decision at the start of the project, before the requirements are known. • What are the top 10 mistakes in UX projects, and why are they wrong? • What are best practices for managing risk in UX projects? • How can these best practices be applied to enterprise settings?
Voice of the Customer: Listen, Learn and Leverage
06 June, 2013 (08:00 - 09:00)
Customer feedback varies from the completion of a corporate survey to a throw-away comment on Twitter. Each has merit. The ability to collect, analyze and act upon these diverse feedback channels in a holistic way is a key challenge for organizations that are aiming to improve the customer experience. • What is voice of the customer (VoC) and where to start? • How can organizations best leverage the direct, indirect and inferred customer voices? • Which vendors will best help collect, analyze and act on the VoC?
Why Do My Customers Hate My App?
06 June, 2013 (10:45 - 11:45)
Every app store is a social network and the success of apps depends on how others rate them. This session examines what makes people love or hate apps, and what organizations should do to get better ratings. • What mobile app behaviours do customers love or hate? • How should organizations design mobile apps to maximize customer satisfaction? • What do consumers like and dislike about mobile apps? • How should organizations design and deliver mobile applications to maximize customer success?
Creating a Customer Experience Centric Organization and Skill Set
06 June, 2013 (13:30 - 14:30)
This presentation discusses the strategy, organization and key skills needed to achieve Customer Experience excellence. Key amongst these are the skills needed to define and deploy a customer experience value chain to replace the traditional Michael Porter-defined “functional value chain” that most enterprises have today. • How are organizations creating a strategy for improving the customer experience? • Who leads a customer experience initiative? • What does the organizational structure look like?
To the Point: Real Use of Social to Improve the Customer Experience
06 June, 2013 (14:45 - 15:15)
The use of social media to improve the customer experience has evolved rapidly over the last four years. Some organizations treat social as a channel; others as a completely new business model. This session looks at some of the real successes and what can be learned from them. • What did the social media space look like in 2007 and what will it look like in 2017? • Who has made a serious investment in using social to improve the customer experience? • What technologies can help support the social component of your customer experience strategy?