Customer Experience Management

About

» How can you differentiate your organisation in a world of ‘sameness’?
» How can customer experience strategies be profitable for your organisation?
» What metrics should you use to understand your customers?
» How do you use this information to provide better services for your customer?

By definition, customer experiences are the sum of all contact a customer has with your company. Managing these interactions is becoming increasingly important for organisations as they seek to stand out in their industry.

Why should you attend?
This conference is a first for New Zealand and will provide a unique opportunity to hear from some of New Zealand’s leading customer experience professionals as they discuss issues like the need for creativity when designing customer experience strategies and using social media to enhance customer experiences. Not only will you hear from our panel of experts, but you will also have an opportunity to network with your peers and share your ideas on what New Zealand customers want.

Hot topics for this year’s conference include:

  • Creating consistent company wide customer experiences
  • Standing out with creative strategies
  • Creating and maintaining a customer centric culture
  • The evolving customer experience – knowing what the customer wants next
  • The economic value of loyalty
  • Continuous process improvement and its role in customer experiences
  • Using social media to enhance customer experiences

Featuring Case Studies From leading New Zealand Companies
Case studies from Vodafone NZ, Air New Zealand and 2degrees Mobile will provide insights into some of New Zealand’s most successful customer experience strategies.

Agenda

Agenda: Day 1

8.30

Registration & Coffee

9.00

Opening Remarks from the Chair

Chris Bell, Managing Director, CUSTOMER EXPERIENCES LTD

9.10

Customer Experience Management – a Strategy for Profit and Growth

This session cuts through the rhetoric of “customer satisfaction” and reveals the compelling financial reasons why business today is all about Customer Experience. The session provides a simple strategic foundation in CEM financial and operational measurement techniques that will help focus your CEM initiatives on getting the best bang for your CEM buck.
• Establishing the cost of bad customer experiences
• Adopting a strategic business framework for customer-driven value creation
• Opening channels for feedback about customer experiences
• Putting the right measurements and management practices in place to generate CEM actions for profit and growth

Paul Linnell, Managing Director, CTMA NEW ZEALAND LTD

9.55

Successful End to End Customer Experience Mapping

What does your customer experience look like and how is it delivered from start to finish? This session will look at what customer experience strategies look like and how you can use end to end process mapping to create an environment where the customer experience is mapped and everyone knows what it looks like.
• Why having an ideal customer experience to benchmark against is a good place to start
• Ways in which you can improve your existing customer experience and pitfalls you should avoid
• Creating a feasible process that allows realistic implementation

Sue Elsworth, Chief Executive Officer, SYSDOC

10.40

Morning Break & Refreshments

11.05

Analysing and Using Customer Feedback to Learn from Customers and Improve their Experiences

The knowledge gained from customer feedback is invaluable.
It can help you manage risks and identify opportunities. It can identify where customers experience problems and where they experience delight. This session will look at how to harness the power of customer feedback to improve operational performance and organisational strategy. It includes:
• Establishing a customer experience baseline
• Prioritising remedial actions
• Collecting and analysing ad hoc customer feedback
• Ongoing measurements and business improvement

Paul Linnell, Managing Director, CTMA NEW ZEALAND LTD

11.50

Case Study: Creating a Customer Centric Culture and Environment

Providing superior customer services to your clients is an important cornerstone of customer experiences and a customer-centric organisation is essential for your customer experience strategies to thrive. A customer-centric organisation has many benefits including, lessening the risk that consumers will look elsewhere and always providing the best service possible for your consumers.
• Changing ingrained customer culture to provide better outcomes
• Organisational design to enhance customer centric culture
• Getting customer advocates as part of the leadership team and who should this person be?
• Ensuring your Chief Executives live the experience

Simon Pomeroy, Head of Customer Loyalty, AIR NEW ZEALAND

Speaker has declined permission for his material to be online

12.35

Lunch

1.35

Standing Out With a Creative Customer Experience Strategy

Standing out in the competitive environments in which a large majority of organisations operate is imperative for success. Creativity within your CEM strategy could be the platform which enables you to stand out in your industry. This session will look at how creative thinking gives you the added edge as well as looking at some examples of creative business ideas and how they have gone from idea to implementation.
• Ways to encourage creativity in your organisation
• What has worked and what has not?
• How challenging the tried and tested helps with innovative thought

Chris Bell, Managing Director, CUSTOMER EXPERIENCES LTD

2.20

The Intersection of Branding and Customer Experience

Creating and maintaining a successful brand is critical for the future earnings of your business. Aligning your customer experience with your aspirational brand positioning is one of the most important things you can do.
• Creating an aspirational brand definition that translates into a desired customer experience
• Understanding your existing customer experience so you can manage it
• Ensuring the people who deliver the experience know and believe the desired brand values
• Using customer experiences as a tool to increase your brand equity

Martin Grant, Strategy Director, DNA

3.05

Afternoon Break & Refreshments

3.30

The Economic Value of Loyalty

Having return customers can only be beneficial for your business, but what is the economic value of having a loyal customer base? This session will look at the economic value of loyalty and how can you advance loyalty to advocacy, and make your customers your most valuable asset?
• Making the connection between emotional drivers and sales
• Fostering loyal behaviour, and what it means for your bottom line
• What role does a loyalty programme play in creating loyalty?

Chris Lamers, Head of Customer Engagement, LOYALTY NZ

4.15

Case Study: Customer Experience Across all Touch- Points – A Kiwi Success Story

Nick shares the journey of an NZ startup who employed design research to shape every customer interaction, from physical to digital.
• Common challenges faced by product development teams
• How insights from observing customer behaviour replaces guesswork and assumption with confidence and certainty
• How empathy for your customer helps keep teams focussed on customer experience

Nick Bowmast, Customer Insight Specialist, BOWMAST CONSULTING

Speaker has declined permission for his material to be online

5.00

Networking Drinks

Agenda: Day 2

9.00

Welcome Back from the Chair

Chris Bell, Managing Director, CUSTOMER EXPERIENCES LTD

9.05

Case Study: The Evolving Experience - Knowing What the Customer Wants Next

You have a successful customer experience strategy, now what? In order to keep delivering customer experiences that delight your customer and encourage loyalty and advocacy, the company should be listening to what the customer is saying they want next. This continuous improvement prevents the company from sinking into the world of sameness, and keeps customers and employees engaged and satisfied with the company
• Identifying opportunities to expand customer experiences
• Small changes can make a world of difference
• Voice of the Customer (VOC) initiatives and how these can help you shape your next step

Victoria Parsons, Customer Insights and Behaviour Manager, 2DEGREES MOBILE LTD

9.50

How to Design a Seductive Webpage

Two decades after its birth, the web has through gone through the awkwardness of adolescence and reached adulthood. These days great websites aren’t just easy and intuitive to use, they also use human psychology to encourage specific behaviour. In this lively talk, Trent will distill learnings from more than 1,000 design research projects and help you to apply insights from social psychology, game theory and neuroscience to make your websites more compelling. You will learn:
• How to use human psychology to encourage user behaviour
• How even serious websites can be benefit from being more playful
• Inspiring local and overseas examples of seductive interfaces

Trent Mankelow, CEO, OPTIMAL USABILITY

To access Trent's presentation, please use the link below:

http://www.slideshare.net/Optimal.Usability/how-to-design-a-seductive-website-8750670.

10.35

Morning Break & Refreshments

11.00

Using Appropriate Metrics to Measure Customer Experience

It is vitally important to measure the relevance of your customer experience strategy and how successful it is. This session will show how the tourism and hospitality industry, one of the most transparent customer experience industries, uses metrics and show ways in which these could be adapted for other industries.
• Key requirements for customer experience measurement programmes
• The difference between measuring customer satisfaction and recommendations
• Linking customer experience measures to financial performance
• Choosing the right metrics for your organisation and the benefits of having a functioning measurement system

Ray Sleeman, Director, THE TOURISM & LEISURE GROUP LIMITED

11.45

Lunch Break

12.45

Continuous Process Improvement and Customer Experience Management

Continuous Process Improvement is a common strategy that many organisations undertake to streamline processes and eliminate detrimental processes. But what impact can CPI have on CEM? The basis of CPI is to improve services for customers so much can be learnt from CPI and implementing it into CEM.
• Looking at Kaizen, Six Sigma and Lean
• How CPI provide whole of organisation benefits
• The impact on CEM

Mel Thornley, Managing Director, THORNLEY GROUP

1.30

Constructing Successful Integration between ICT and Customer Experience Management

Ensuring successful integration between ICT and Customer Experience Management within an organisation involves a comprehensive look at both internal and external systems to ensure they drive and support the customer experience.
• Identifying possible failures before they become problems
• Using ICT to drive points of contact for customers
• Integrating usability experience and customer experiences

Marco Deen, ICT Management Professional

2.15

Afternoon Break & Refreshments

2.30

Case Study: Using Social Media to Enhance Customer Experiences

In today’s increasingly online world, social media sites are becoming essential for business and more and more consumers are heading towards Facebook and Twitter to comment, positively and negatively, about customer service. This case study will showcase a company who successfully harnessed the power of social media and how it added to their customers’ experiences.
• What do customers expect online and how can social media deliver this?
• Gauging customer satisfaction through social media
• How can social media help enhance customer experiences and stay abreast of customer opinion

Graham Wright, Brand Marketing, VODAFONE NZ

3.15

How Location and Design Can Alter and Influence Customer Experiences

The physical location and design of an organisation’s premises can have an immense impact on how customer experiences are carried out. How does the design of a physical space impact on customer experiences in organisations from museums and retail spaces to corporate offices?
• Planning the space based on the ideal customer experience
• What are the biggest influences for design
• Ways to create effective spaces for customer interaction

Daniel Marshall, Owner, DANIEL MARSHALL ARCHITECTS LTD

4.00

Summary Remarks from the Chair and Close of Conference

Sponsors/Partners

Interested in sponsorship?

There are some exclusive opportunities to promote your company, and its products and services, at this leading event. Contact the sponsorship team below to request a prospectus or discuss the options, or view more about event sponsorship.