CXForum 2018 – The Customer Experience Conference

Driving Enterprise CX

Creating Integrated Customer Experiences

The Waldorf Hilton, London

09th & 10th October 2018

150+

Delegates

1.5

Days

8

Best Practices

6

Workshops

We are delighted to welcome our speakers from market leading companies such as Allianz, British Airways and Bain & Company, who will share best practice approaches on how to implement a successful CX strategy in order to meet the increasingly complex requirements of customers, generate positive experiences, and secure the economic success of the company in the long term.

Enterprise CX means driving customer centricity throughout the business and establishing a continuous improvement process.

At our 4th CXForum in London, a leading customer experience conference, experts from industry and business will present methods for the collection of data and discuss the organisational requirements for effective action.

Based on best practices you will learn how to:

Demonstrate the ROI of CX to achieve support for the CX program within the company.
Engage employees and excite stakeholders to differentiate your business with a superior, holistic CX.
Use the latest technologies to evaluate customer experiences, even if you do not receive feedback.
Design, create and connect the digital and offline customer journey in order to drive passionate customer enthusiasm at all touchpoints.
Establish a customer-centric company and actively involve all employees.
Design and implement a closed-loop VoC system that is aligned with your goals.

We look forward to seeing you!

Stephan Thun
CEO International

CXForum is the networking place for the decision makers from the fields of

Customer Experience

Customer Insight

Market Research

Marketing & Sales

Touchpoint Management

Quality & Service Management

IT Management

Loyalty Management

Customer Intelligence Analysts

Topics

Absorb the most captivating thought leadership, world-class techniques and best practices from passionate speakers in the customer experience (CX) industry today!

CX-GOVERNANCE

Who is responsible for CX and how do you ensure that all activities pursue a common goal? Discover how CX governance can help you overcome the structural barriers to success. We show you how to best organise the responsibilities for CX, what to consider when defining your goals and how to develop an efficient measurement system that maps the complete journey of your customers.

CX ROI - MEASURING SUCCESS

Learn how to demonstrate the impact of your CX program on your business success. Discover the relationship between individual CX activities, sales and investments. Find out which CX metrics you should rely on and which customer groups will benefit most from increased satisfaction.

TRANSFORMING CUSTOMER FEEDBACK INTO CX MEASURES

Successful companies are characterised by the fact that they quickly adapt their CX activities to the needs of their customers. Discover how to continuously listen to the customer’s voice and make the necessary changes that make a real difference.

UNFORGETTABLE MULTI-CHANNEL EXPERIENCES IN THE DIGITAL WORLD

With the growing expectation of getting unlimited access to information, sharing feedback and communicating with brands through different digital channels, it’s not always easy to keep track. Learn how to inspire, measure and control customer enthusiasm at every digital touch point.

EMPLOYEE ENGAGEMENT - BUILDING A CUSTOMER-CENTRIC CORPORATE CULTURE

You can only create exceptional customer experiences if you take your employees with you. We present the latest methods for you to use the potential of your employees. Learn how to get your employees excited about CX and how to measurably increase customer satisfaction and retention.

AVANT-GARDE TECHNOLOGY & INNOVATIONS

Learn how artificial intelligence, automation and predictive analytics can be successfully applied to your CX strategy. Discover what other exciting innovations can be expected in the near future.

Agenda 2018

Look forward to an exciting agenda. More details will follow.

AGENDA 2018

Workshops

Please note that our workshops on the 9th October are now fully booked. To be added to a waiting list contact us at [email protected]

Workshop 1 Workshop 2 Workshop 3 Workshop 4 Workshop 5 Workshop 6

What is Expected from a CX Manager?

With experienced CX practitioners and CX enthusiasts, we will
work out which tasks CX managers have today and what demands are
placed on them in the future.

Workshop host: Carol McCreadie, MaritzCX, Client Services Director

The Art of Successful Survey Design

Best practices around the development of surveys in order to achieve a higher feedback and completion rate.

Workshop host: Karel Mette, MaritzCX, Creative Director Europe

Reaching a Wireless Audience Through Digital Engagement Channels

In the era of conversational messaging, customer experience needs to go beyond traditional messaging channels.

Workshop hosts: Tyler Skillen, IMImobile, Director Business Development & Matt Hooper, IMImobile, IMImobile, SVP Global Marketing & Alliances

Customer Journey Mapping – Integrating the Customer´s Perspective Into Your CX Strategy

Learn insights how to generate a deep understanding of the customer journey.

Workshop host: Derek Eccleston, MaritzCX, CX Consultant

Establishing a Next Gen CX Programme with Video
LivingLens will share with you how to bring your CX programmes to life with video.

Workshop hosts: Carl Wong, LivingLens, CEO & Sophie Goddard, LivingLens, Business Development Director

Linking Operational With Customer Feedback to Improve the Customer Experience
Learn how to create a real time view during key customer interactions.

Workshop host: Charles Adriaenssens, Splunk, EMEA Practice Lead, Business Analytics + ML

Speakers

Ingrid Wakefield, Allianz

Mark Gubbins, British Airways

Stanford Swinton, Bain & Company

Anders Normann, DSV Transport and Logistics

Hamish Wood, Spark Telecommunications New Zealand

Dr Janne Ohtonen, Ember Group

Carl Wong, LivingLens

Sophie Goddard, LivingLens

Charles Adriaenssens, Splunk

Tyler Skillen, Impact Mobile

Matt Hooper, IMImobile

Derek Eccleston, MaritzCX

Belton Flournoy, Protiviti

Stephan Thun, MaritzCX

Oliver Kipp, MaritzCX

Chris Travell, MaritzCX

Karel Mette, MaritzCX

Jeremy Griffiths, MaritzCX

Carol McCreadie, MaritzCX

Marnick Vandebroek, StandUp Comedy

Partners

IMImobile

IMImobile is a cloud communications software and solutions provider that enables companies to use mobile and digital technologies to automate customer journeys and processes across the business to improve CX. Enterprise clients like BT, Centrica, O2, and Pizza Hut, can engage customers with personalised communications, orchestrate these across business systems, and harness AI-powered automation.

imimobile.com

LivingLens

LivingLens is the leading video intelligence platform enabling the capture and analysis of video responses from within CX programs. Unlock the insight in your customers’ stories, understand the ‘Y data’ behind their behaviour, get to deeper diagnostics and inspire customer centric decisions within your organisation.

livinglens.tv

DIRECTIONS

The Waldorf Hilton, London

Customer satisfaction is one of the highest priorities for the Waldorf. A reason for us to hold our third CXForum at this iconic venue. The Waldorf, Hilton, is located in the capital’s vibrant West End. The closest tube stations are Temple (District + Circle), Holborn (Piccadilly + Central) and Covent Garden (Piccadilly).

Please note: the venue does not offer car parking spaces. There are car parks in the vicinity, but we recommend to travel by public transport.

The Waldorf Hilton

Aldwych
London WC2B 4DD

This is how you will find us

Registration

Conference

Standard Conference Admission
$1,050
The conference price includes keynotes, sessions, workshops, meals, snacks, entertainment, and access and interaction with industry contacts facing the same challenges as your organization. You will leave with new ideas, solutions and a definitive guide on how to move your career and your organizations’ CX program forward.

WHY ATTEND CXFORUM 2018?

Hear the Voice of the Attendees from our CXForum 2017.

“Customer journey mapping done this way is something I will be taking back to management to see how we can embed this into our process at JCB”

Daanish SiddiquiMarketing Insights Executive at JCB

“I’m here because I love to be amongst other CX professionals to share my story and get feedback on what we are doing.”

Martijn BrouwerGM Astronaut Relations at Virgin Galactic

“With the issues we are facing it’s really nice to see we are not alone and these things are endemic across other industries. It’s so good to learn how others overcome them!”

Monique HellelHead of Personal Customer Insights at HSBC

“We are shaping the future of what this discipline looks like at conferences like these. As peers in the industry, we need to work together to define what best practice is to get a seat at the table with executives and the board.”

Stanford SwintonPrincipal at Bain and Company

“It was very interesting to hear what others are challenged with. Some challenges we have solved and some we can now solve in the future.”

Peter AllenssonCustomer Specialist at Volvo

Driving Enterprise CX

150+

1.5

8

6

CXForum is the networking place for the decision makers from the fields of

Topics

Agenda 2018

Workshops