part 3 customer experience · the infographic below explains the spectrum of the entire event, and...

#CEW2020 www.customerexperienceworld.com 1

PART 3CUSTOMER EXPERIENCE

RETENTION, LOYALTY& ADVOCACY ARE STILL BEING

OVERLOOKED

DATE: 28 JULY 10:00 - 11:30 (GMT)

AGENDA

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SUCCEEDING IN A COMPETITIVE, UNCERTAIN AND CHANGING WORLD

Get direction back into your customer experience initiatives, stand out, compete and succeed in a post-pandemic world.

INTRODUCTION

Taking into consideration the position we all find ourselves in during this pandemic , we have gone - and are going - through a period none of us have experienced before. A lot of people and companies have stepped up to embrace a new norm, while others less so.

The global economic implications have been massive, sending most countries into a recession. We need to look at what has changed, and what we have to do now. Creating new ways of how we operate to merge towards a more effective way of serving our customers as well as taking care of our employees.

In the face of this world-wide health-crisis, social distancing and national lockdowns, Customer Experience World has reinvented their well-known CX events to bring the most knowledgeable international CX leaders to you in the comfort of your own home. We believe that this time should be used to reflect upon, plan and reform out-dated business formats to embrace the ‘new norm’ and thrive post-pandemic.

Designing and delivering a stand-out customer experience in an ultra-competitive, uncertain, complicated and noisy world is hard. Sometimes, it can feel as if you are out in the wilds trying to navigate with a broken compass.

At Customer Experience World 2020 we aim to help you unpick what it means to deliver a stand-out customer experience and uncover the clues that will help you define your own path to standing out.

You will hear from leading brands and industry experts who will tell their stories of what they have done to carve out their own way

FIND OUT HOW YOUR BUSINESS CAN BOTH SURVIVE THE COVID-19 PANDEMICAND THRIVE AFTERWARDS

combined with interactive online sessions to help you grow your knowledge, understanding and practice of customer experience in your organisation.

Our practicality is what sets our conference apart from other events.

Secure your place by booking a ticket right now. In fact, why don’t you bring your whole team so you are all set to raise your customer experience game.

All our events are now being hosted online, broken up into bite-sized sections to accommodate your new work from home schedule. The entire CEW2020 which previously comprised of 4 streams and lasted an entire day is now available as a Series, broken into four 1.5 hour parts. The infographic below explains the spectrum of the entire event, and how each part fits into the series. You now have the option to view the entire event, spread over 4 weeks, or only the parts that you are interested in.

PART

LEADERSHIP

PART

EMPLOYEEEXPERIENCE

PART

CUSTOMEREXPERIENCE

PART

TECHNOLOGY,DATA & ANALYTICS

How do you transform the culture and

experience in a more traditional style org?

How do traditional style organisations compete

in an ever-changing business landscape in a

disorganised world?

Tech choices, where to begin - How have

leading companies achieved a consistent

and connected experience

Retention, loyalty & why customers buy is misunderstood &

underserved


DELEGATES FROM BOTH B2B AND B2C CUSTOMER CENTRIC INDUSTRIES INCLUDING, BANKING, FINANCIAL SERVICES, RETAIL, TRAVEL, TOURISM, TELECOMS, FOOD &

BEVERAGE, UTILITIES, HEALTHCARE, ECOMMERCE, AND OTHERS. TITLES INCLUDE:

TAKE A LOOK AT WHO IS ATTENDING



RETENTION, LOYALTY & ADVOCACY ARE STILL BEINGOVERLOOKED

Customer experience is the battleground

So, how come so many companies and brands are struggling to deliver a stand-out, competitive and consistent experience?

This stream includes 2 successful CX Brand Focused case studies about:

• How they have competed• Where they chose to try and stand out• Whatare they doing to make sure they remain on top• How has that fed into better employee and customer outcomes.


WILLEMGOUS

InternationalKeynote Speaker,Trainer, Facilitator

The Entrepreneur

TRY WALKING IN MY SHOES - CHANGING THE HUMAN BEHAVIOURS THAT DRIVE CRITICAL BUSINESS RESULTS, QUICKLY AND WITH LESS RISKA change, or improvement in business results, require a change in human behaviour, that can be customers, users, suppliers, partners or employees. Merely changing a system, a customer journey, or an initiative and not taking a change in human behaviour into account is bound to fail.

At the core of business success lie successful human behaviours. But changing human behaviour always has and will always be difficult. That is why it is why so many people choose to stay at the 35,000 level and hypothesise, strategise and create models that drive business results and never get into the uncomfortable, unpredictable world of human behaviour change.

This reluctance to bring human behaviour into the picture, in a measurable, trackable and clearly executed fashion resulted in many execs not supporting or avoiding customer experience initiatives. Can you blame them? But this is about to change.

Leadership, entrepreneurship, innovation speaker and consultant Willem Gous, shares his innovative approach to changing the human behaviours that drive critical business results with the least risk and cost of failure.

An approach that facilitates a data driven conversation between those who execute and those who lead. An approach that reduces management overhead while driving business results consistently.

STREAM CHAIR

JENNYWEWEGE

H/O StrategicManagement

Discovery Insure

Discovery has the ambition of becoming the best insurance company in the world. Adrian Gore CEO of Discovery Group believes in nothing more than world class service to all our members and clients. As part of the companies shared value model, we believe that not only do we as a company benefit from happy, healthy clients, but society as a whole benefits as well. To this point, Discovery Insure created an Industry first Partner Awards program to measure our client experience through their journey at our service providers/partners.

This program is critical to our client loyalty and retention as it pushes service providers/partners to provide an experience that is in line with our Service charter. This program has become the “Grammy’s” of the Insurance Industry, where all our service providers/partners are recognized for dazzling our clients, who happen to be their clients too.

AN INDUSTRY FIRST AWARDS PROGRAM

SPEAKER



CLARE MUSCUTTFounder & DirectorCMXperience LTD

HOW TO BE AWESOME AT CX TRANSFORMATIONNo doubt, Transformation is hard as it involves fundamental change, and nobody really likes to change, do they? As well as being hard to deliver, it isn’t always a success. Arbitrary business decisions about cost saving and technology frequently cause unintended consequences, often getting ‘results’ at the expense of other important elements of the proposition, resulting in new pain points, employee disengagement and customer dissatisfaction. But why is that the case?

The most common mistake businesses make in the transformation gold rush, is having the wrong mindset,forgetting about people, reducing them down to a set of ‘requirements’ that are fed into project planswithin broader transformation programmes who’s KPI’s often rely on some kind of behavioural change that invariably doesn’t happen as planned. If the customers they serve and the employees who serve them are not the first consideration, WHAT changes may well not be the right thing to deliver the desired outcome.

Plus, HOW change happens can have an alienating effect on teams and frontline staff that drives downengagement, productivity and customer service. There must be a better way? The UK’s top female CX influencer, entrepreneur, thought leader, global keynote speaker and soon-to-beauthor Clare Muscutt joins us to share her perspective on how taking a more human centred approach to transformation can create a win-win for customers, employees and the business. She will share how to having the right mindset and applying her formula of CX design thinking can 10X your efforts, ensure changes create maximum customer value, improve employee engagement, increase return on any investment (ROI)and potentially transform the culture of your organisation to one with significantly better change capability in the future. Clare is regularly quoted as saying “Great customer experience doesn’t happen by accident; it happens by design” so join us to learn about her tried and tested approach to CX design thinking and the tools you can use to help your business be Awesome at CX Transformation

SPEAKER


ZINE TORLAGECustomer Insights

ManagerMultichoice

CUSTOMER EXPERIENCE DRIVING STRATEGIC DECISIONSDo you take Customer Experience serious enough to change the strategic direction of your organisation? Do your leaders? As the biggest Pay TV service provider in Africa our customers are king, we want to think and act customer first in everything we do.

A key goal of Customer Experience is to embed CX in the DNA of our organisation, ensuring customer insights lead all conversations we have and decisions we make.

We are the change agents who embark on a transformational journey to ensure we have focused success measurements on:• Customer perception• Customer needs• Customer success

We previously only measured and reported The Voice of the Customer (customer perception). Ourtransformational process started by introducing Voice of the Process and Voice of the Employee (customer success).

This enables us to transition from being re-active to pro-active. The success of Customer Experience (The Magic) lies in understanding the relationship between customer perception and customer success (process and employee measures).

It all comes down to customer success equals business success.

The ultimate measures of Customer Experience is:• Reduced cost (simplification),• Increased revenue (repeat business as well as attracting new business)• Improved service levels (efficiency and alignment to the outcomes that deliver customer success)

We create the platform for a deeper understanding of our customers. Through this we enable our people to shift their perspective to be truly customer focused. When you change the way you look at things, the things you look at change…

SPEAKER


PROF. ZAF MAHOMED

Chief Financial OfficerCell C

BUILDING CX ENDURANCE IN TIMES OF UNCERTAINTYProactive companies understand that the actions they take now will determine whether they ultimately deepen their relationship with customers during turbulent times or erode it. Cell C has a customer first approach which has earned us the reputation for being a consumer champion. In recognition, we have received the Overall Telecommunications Industry Award at the Ask Afrika Orange Index® Awards for customer service two years in a row.

Most companies have a blend of high tech and high touch CX systems. But, our uncertain economic and social climate mean that businesses need to go back to the basics that drive a strong CXM ecosystem, where the human experience is essential. And, while doing so, mitigate risk. This requires leveraging information resources that are on hand, while adapting the CXM ecosystem to enable a long-term view and maximising operational alignment.

An ever-increasing demand for connectivity, especially data, along with a tough economic climate means that customers will remain loyal only if they’re receiving value, good network coverage and excellent customer service from their mobile provider. Cell C will present a unique perspective on operating within a shrinking economy while implementing a customer first business strategy.

Cell C’s progress on its turnaround strategy has focused on operational efficiencies. The mobile industry in South Africa is highly competitive, with low subscriber loyalty as they look to secure the best deal and service. Products don't pay you money. Customers do. So why do we build P&Ls around product lines?

We should be building them around customers.

SPEAKER

SALVADOR FRANCIS

Executive Head of CXMultichoice

MOSES DUMA

Group CX StrategyGroup Marketing &

CommunicationsOld Mutual

Old Mutual is on a journey to delivering One Customer Experience strategy across all its brands and markets in Africa. This involves implementing the same set of CX design principles across different countries; cultures; and business lines. COVID-19 tested our resolve to delivering this CX strategy, as well as how well we are set up to respond to customers’ ever-changing circumstances. The financial services industry was impacted by COVID-19, and our business was not spared. However, Old Mutual responded effectively delivering great experience to both employees and customers during this difficult time. Lessons learnt from this period, will position us well to continue delivering our Intelligence Experience strategy to our customers during, and post COVID-19.

Moses Duma, the Head of Group Customer Experience Strategy and Governance, will be sharing lessons learnt on:-

• How to drive a consistent CX strategy across multiple brands and multiple locations, in the midst of ever changing customer circumstances

• How COVID-19 changed customer needs and expectations• The impact of COVID-19 on the business• How Old Mutual responded to the changing customer circumstances and needs as a result of COVID-19,

in order to continue delivering great customer experience.

SPEAKER


Win a FREE CX Consult for you and your team to find and implement new CX opportunities

that drive real business results

At CEW we always try to find ways to add more value to our amazing events, and this time it is no differ-ent. We teamed up with Venture Designers to offer something tangible and usable that will drive real

business results.

10 Lucky businesses/teams will win a FREE FutureBuilder session valued at R35,000. This is not a public session, and it is an individual FutureBuilder session with each winner and their team of up to 10. The

session is customised and tailored to your needs and your business goals. This way, you get MAXIMUM VALUE and benefit.

The FutureBuilder is a conversational session designed around what will drive the most important outcomes that your organisation needs to be successful, with the greatest impact and least effort. Improve your customer journey, increase sales, develop new product ideas or even find new

efficiencies etc. The focus area is your choice.

Outcomes:

• Find new opportunities in line with your goals, faster.

• Discover, design and action the opportunities that drive real businesses goals in 3 hours or less.

• Reduce the cost of failure.

What you get:

• A 3 hour virtual session with two facilitators for a team of up to 10

• A clear understanding of what you want to achieve, how you will achieve it and the actions needed for success.

• All the tools you need to conduct the session suc-cessfully.

What we will need from you:

• A team of at least 5 and no more than 10 - The more diverse the better

• Bring your biggest challenge you need to solve to survive in a post COVID world


SILVER SPONSORSHIP

THANK YOUSPONSORS & PARTNERS

TECHNOLOGY PARTNER FEEDBACK PARTNER SUPPORT PARTNER

MEDIA PARTNERSRESEARCH PARTNERS


PRODUCED AND ORGANISED BY

The Focus GroupBeaver House

23-38 Hythe Bridge StreetOxford

OX1 2EPUnited KingdomMaggie Wheeler

Office: +44 (0)121 709 [email protected]

The Focus Group (.Org.UK) Ltd t/a The Focus GroupRegistered in England Company Number 4318580

VAT Number 780360729

part 3 customer experience · the infographic below explains the spectrum of the entire event, and...

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