Creating High-Impact CX

Plan, Measure and Successfully Manage Customer Experience

30 Euston Square

8th & 9th October 2019

200+

Delegates

1.5

Days

9

Best Practices

6

Workshops

The CX industry is changing. Consumers expect immediate, personalised, and convenient experiences, and only those organisations prepared to satisfy these expectations will be positioned for success as the industry evolves. The impact of your CX programme should consider multiple facets of your organisation’s performance, from customer satisfaction and loyalty, financial return, employee experience, to executive engagement.

High-performing, CX-centric companies are responding to market changes by:

Increasing loyalty through enhanced emotional connections with their customers.
Elevating organisational knowledge and ROI by connecting feedback programmes and insight.

The fifth annual CXForum in London will help you succeed in both of these areas. CX practitioners will showcase best practices to leverage customer and employee feedback as well as operational data to proactively manage and optimise customer relationships, attract more new customers, increase retention and as a result business performance.

We invite you to expand your network and discuss the latest CX trends and tools with experts and executives from top companies at one of the largest customer experience conferences in the UK. The insight you gain at this conference will enable you and your employees to act even faster, more efficiently and more customer and employee focused.

We look forward to welcoming you in London!

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

CXForum, London brings together CX leaders to share their personal insights and tools that deliver high-impact CX. Learn how to…

... LISTEN TO YOUR CUSTOMERS AT ALL TOUCHPOINTS OF THE CUSTOMER JOURNEY BY ...

Capturing customer feedback across all channels with the latest technology
Including feedback from prospects in such a way that they become customers
Understanding customer satisfaction levels of those that don’t provide feedback

... FULLY EXPLOIT THE POTENTIAL OF THE DATA COLLECTED BY ...

Effectively combining customer and employee feedback, other insights, and operational data
Uncovering and analysing customer emotions
Integrating data sources and systems
Target-oriented application of predictive analytics and AI

… IMPLEMENT ACTION MEASURES AND FURTHER DEVELOP THE STRATEGY SO THAT YOU CAN ...

Measure ROI and success for your CX initiative
Expand, automate, and further personalise your closed-loop strategy
Link employee and customer feedback strategies to create a truly customer-centric corporate culture
Continuously develop and optimise existing programmes

Agenda 2019

We are currently building the agenda. So please check in regularly.

AGENDA 2018

Workshops

At CXForum, London join our interactive workshops on the 8th October, where you will have the opportunity to discuss today’s most pressing CX challenges and opportunities with your peers and other CX experts. Tickets are limited maintain workshop group discussion integrity. So do book early. An email will be sent mid-September to all registrants that have purchased a “Workshop + Conference” ticket to sign-up for the workshop of their choice.

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

From Customer Journey Mapping to an Effective Feedback Program

This interactive workshop deals with the method of Customer Journey Mapping as well as how to link Journey Mapping and feedback systems in the best possible way.

*subject to change

Linking Operational Data with Customer Feedback to Improve the Customer Experience

The goal for every company is to have an “always on” and real-time view of its customer experience. We show you how you can achieve this by correlating operational data with customer feedback.

*subject to change

New Ways to Successfully Increase Online Data Collection

In this workshop we will show you how you can structure surveys to be barrier-free and yet appealing, enabling you to engage previously unreached target groups.

*subject to change

360° CX – Managing the Customer View Holistically

Successful change from strategy to sustainable implementation.

*subject to change

How Can Current Technological Trends Improve the Service Experience?

Machine learning, analytics and virtual assistants: In this interactive workshop, we work together to identify possible goals and drivers using typical customer service management examples, deconstruct the path to the goal in small groups, and identify key KPI’s and stakeholders.

*subject to change

How Do I Get the Rest of the Company to Join?

The CX managers know the challenge – they know that customer experience is important for the future of the company, and everyone agrees. But when it comes down to it, the priorities change. The business case counts! You have to show your colleagues and bosses that we are talking about bare coin when we talk about CX.

*subject to change

Partners

Become a Partner

If you are interested in becoming a CXForum Partner please contact Diana Tyszkiewicz at [email protected]

Cowry Consulting transforms customer experiences to help companies attract, keep and grow customers at a lower unit cost. We are experts in designing experiences to change behaviour, and we make every interaction count.

We solve business problems using behavioural science, build the capability within your organisation to do the same, and accelerate your growth with innovation.

Since 2016 we’ve helped our clients such as Aegon, Fidelity, Quilter, Standard Life, Saga Group, Legal & General, TSB, Morgan Sindall, Sky, Tesco, Sainsbury’s and Amazon. In that time, we’ve delivered ROIs of £37:£1, boosted NPS by 15 points, and trained over a thousand people.

We are the science behind customer experience.

www.cowryconsulting.com

Tickets

You are just a few steps away to participate at one of the leading customer experience conferences in London. Choose whether you want to participate on just the conference day on the 9th October or whether you also want to join the interactive workshops the day before.

Very Early Bird

until 31st May 2019

Workshops & Conference GBP 199

plus VAT

Conference Only GBP 149

plus VAT

Early Bird

until 31st August 2019

Workshops & Conference GBP 249

plus VAT

Conference Only GBP 199

plus VAT

Standard

From 1st September

Workshops & Conference GBP 299

plus VAT

Conference Only GBP 249

plus VAT

WHY ATTEND CXFORUM 2019?

Hear the Voices of the Attendees from our CXForum 2018.

“I liked the fact that this was not one long sales pitch! The case studies from a variety of companies and industries were really useful to challenge my thinking about how my own firm can improve the customer experience, and these were well complemented by presentations covering broader trends and themes in customer experience.”

Peter TaylorAviva

“Speakers were exceptional. It was really helpful to hear real life case studies so that I can apply these in my own company. Derek’s workshop [on Customer Journey Mapping] was excellent. He really connected with the group and brought the workshop to life. Networking opportunities were really good. I met some very interesting people and will continue to connect with them as we proceed through our customer experience journey. ”

Colleen HowardPerkins

“Venue was fantastic. The agenda was well thought through and most speakers were engaging. It was also helpful to have time to meet with some of the speakers 1:1.”

Carl MeredithNatWest

“The brand , CX (i/e Customer Experience) was endorsed strongly throughout and left me with a key message to do similar within my business. A very professional conference, with some interesting takeaways.”

Deep DasguptaUnatrac

“Overall the event was excellent and organised extremely well. A great balance of speakers across different areas.”

Rob ParsonsRoyal Mail

“Range of topics under the CX “umbrella”. Some thought provoking , future thinking presentations and also some – down to basics best practice stuff to implement back in work.”

Helen WorwoodBritish Council

“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

“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

DIRECTIONS

30 Euston Square

We look forward to welcoming you at this great central venue. It is well connected with the closest stations being King’s Cross & St. Pancras (National Rail and various tube lines), Euston (National Rail, Hammersmith & City, Metropolitan, and Circle Line), Warren Street (Victoria and Northern Line) and Regents Park (Bakerloo Line).

This is how you will find us

Creating High-Impact CX

200+

1.5

9

6

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

Topics

... LISTEN TO YOUR CUSTOMERS AT ALL TOUCHPOINTS OF THE CUSTOMER JOURNEY BY ...

... FULLY EXPLOIT THE POTENTIAL OF THE DATA COLLECTED BY ...

… IMPLEMENT ACTION MEASURES AND FURTHER DEVELOP THE STRATEGY SO THAT YOU CAN ...

Agenda 2019

Workshops

Partners

Tickets

Very Early Bird

Workshops & Conference GBP 199

Conference Only GBP 149

Early Bird

Workshops & Conference GBP 249

Conference Only GBP 199

Standard

Workshops & Conference GBP 299

Conference Only GBP 249

WHY ATTEND CXFORUM 2019?

DIRECTIONS

30 Euston Square

Questions?

About MaritzCX

Share