Keynote Theatre 1: Sponsored by Genesys
11.45 - 12.15
Dr Peter Brooks
Taking behavioural science from parlour games to intelligent design
Human decision making is a mess of conflicting biases and inconsistencies. It's easy to show how people fail basic tests of rational decisions but how do we take the insights of behavioural science and actually help people make better decisions? This seminar will challenge you to think not only of great user experiences but also of how people interact with you in unexpected ways.
12.30 - 13.00
The Importance of an Innovative Culture For Success
To drive strong customer experience, it's key for organizations to focus on their employee experience and foster an innovative culture. In this keynote Nienke Ris will share the ingredients of an innovative culture to drive more business growth and increase the level of happiness of your employees.
13.15 - 13.45
A trip from commodity improvement to emotionally engaged experiences
Mobility is perceived as a commodity in a daily basis, essentially forgettable, whereas it could also be highly emotional. Who has never been late because of a transport incident? or moved by the arrival or departure of someone in a train station? In this presentation weâ€™ll have an operational vision of how we are trying to continuously improve our CX to ensure a trustful commodity and an emotionally engaged service.
14.45 - 15.15
Empathy and Intuition: Two Driving Factors for Business Growth
Companies spend billions of dollars creating digital initiatives to better serve the connected consumer, but as they’ve gone about it, too many businesses are forgetting a crucial element—the need to engage with customers on a human level. Join us to learn how you can bridge the empathy gap between your company and your customer to drive business growth. 3 key delegate takeaways from session: - Key steps to scaling customer empathy across your organization - The growth benefits of developing customer intuition and empathy - Learn who is getting it right and how they are using Human Insight to become leaders in customer loyalty
15.30 - 16.00
The future of retailing. Is it all going online?
How long before online really takes off for Car buying or house purchases? What age groups have embraced this and is this the end of the high street retailer? Is virtual reality and artificial intelligence the answer? Nick will highlight the opportunities and threats these pose and deliver insights in to what the future will look like and how we can all succeed.
11.45 - 12.15
Power is shifting from the corporation to those who buy from it and those who work for it. The purpose of companies and other organisations is to enrich the lives they touch and to create relationships worthy of loyalty.
12.30 - 13.00
The Customer First Group
Changing consumer behaviour and how to adapt your business to be truly customer centric
Martin will present the building blocks for customer centricity including how to meet the changing needs of customers, the need for an employee first business, social responsibility, a brand with purpose, customer engagement and the drivers for maximising customer lifetime value. 3 key delegate takeaways from session: The roadmap for building customer centricity How to prioritise the opportunities Case studies of leading brands who do it best
13.15 - 13.45
Delivering next generation communication systems for emergency care
Carbyne deliver next generation digital communication solutions for emergency services by enabling live video from a callers devices to police, fire and ambulance services. As well as having access to public CCTV and advanced mobile location, situational awareness is enhanced so call handlers can react faster and smarter. This presentation will give an overview of how Carbyne are improving emergency responses to incidents and ultimately saving lives.
14.00 - 14.30
Using insight to strengthen your Customer Experience Programme
It’s one thing to generate feedback from customers, employees and partners. Understanding it and using it to drive action at a cultural, strategic and tactical level is quite another. In this seminar we’ll look at the pillars of a sustainable customer experience programme and how insight is used to ensure we’re focusing finite resources on the things that will drive most value for our customers and our business. 3 key delegate takeaways from session: • The six core competencies of an effective customer experience programme • The questions we should ask ourselves, our employees and customers to understand how well we’re doing • How insight can be used to guide our strategic direction and operation delivery
14.45 - 15.15
Rules For Rockstars
In this high energy, entertaining and musical keynote you’ll learn lessons from a former real - life, award winning rockstar. This is the world's first and only musical CX Keynote. 'Customer Experience Rockstar' & Host of Amazon Prime’s ‘This Week in CX’, James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11. James is even going to dust the cobwebs off of his guitar to give you all a musical experience that you’ll never forget. James' client list reads like a 'who's who' of global brands with Disney, Microsoft, Nike, Mercedes-Benz, Lego, AMEX, IBM and many more included. James trains, coaches and speaks all over the world helping companies deliver a ‘Rockstar Customer Experience’ You'll learn James' 5 'Rules For Rockstars' - Find Inspiration - Create Superfans - Put things right - Make things clear - Let teams rock And maybe some surprises thrown in for good measure!