The only event specific to the Nordic region dedicated to driving customer centric engagement, experience and process to offer seamless, efficient Customer Experience in the multi-channel era
November 2016
Digital customer experience is a river formed out of many streams, all equally important. This presentation is an overview of all the elements that go into building a successful digital customer experience, illuminated with case examples.
Growing existing business with Customer Experience for TelcosStefan Moritz
Short deck introducing a major challenge of the Telco industry: The lost connection with customers and three drivers to move to a people-driven approach in order to unlock innovation and customer value to drive growth of existing business.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
IBM Bankenstamm - Mehrwert durch kanalübergreifenden Kundendialog im Banking IBM Switzerland
The document provides an agenda for an event discussing challenges and perspectives for banks in Switzerland. The agenda includes an introduction, a presentation on successful cross-channel customer dialog implementations in banking, steps toward an enhanced customer dialogue, and a conclusion with questions and answers. It also lists the schedule of the event, including registration, introductions, presentations, questions, and networking.
This Time It's Personal: A human approach to profitable growth for insurersAccenture Insurance
Our research identifies that insurers can achieve profitable growth of 5 to 15 percent by taking a personalised approach to addressing customer needs. To convert the opportunity, insurers should follow our three-step path to value which, using data and analytics coupled with human insight techniques, creates and delivers hyper-personalised experiences that improve customer retention.
Oliver Kempkens discusses trends in customer experience for 2015. Key trends include companies restructuring voice of customer programs to rely less on surveys and more on targeted feedback and analytics. Customer journey mapping will also increase to better understand the customer experience. Companies will also blend more customer data to anticipate needs and improve experiences. There will be a focus on embedding customer experience into product development and combining methodologies like design thinking to improve processes.
The document summarizes a presentation given by Marc Robinson of Sitel on their Work at Home solutions. Sitel is a global leader in customer experience solutions with over 75,000 employees across 70 countries. Robinson discussed Sitel's Work at Home program which has over 4,800 agents working remotely. He provided case studies of Work at Home programs for companies in industries like insurance, cable TV, and technology. Robinson also covered topics like the benefits of Work at Home, best practices for recruitment and training of remote agents, and the infrastructure and security of Sitel's virtual Work at Home environment.
5 Top Brands, From Diverse Industries, Find Success with Marketing AutomationNetcore Solutions
Marketing Automation helped leading players across the Insurance, BFSI, eCommerce, and Travel industry, reach the right customer at the right time, through the right channel. To download success story visit - https://netcore.in
November 2016
Digital customer experience is a river formed out of many streams, all equally important. This presentation is an overview of all the elements that go into building a successful digital customer experience, illuminated with case examples.
Growing existing business with Customer Experience for TelcosStefan Moritz
Short deck introducing a major challenge of the Telco industry: The lost connection with customers and three drivers to move to a people-driven approach in order to unlock innovation and customer value to drive growth of existing business.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
IBM Bankenstamm - Mehrwert durch kanalübergreifenden Kundendialog im Banking IBM Switzerland
The document provides an agenda for an event discussing challenges and perspectives for banks in Switzerland. The agenda includes an introduction, a presentation on successful cross-channel customer dialog implementations in banking, steps toward an enhanced customer dialogue, and a conclusion with questions and answers. It also lists the schedule of the event, including registration, introductions, presentations, questions, and networking.
This Time It's Personal: A human approach to profitable growth for insurersAccenture Insurance
Our research identifies that insurers can achieve profitable growth of 5 to 15 percent by taking a personalised approach to addressing customer needs. To convert the opportunity, insurers should follow our three-step path to value which, using data and analytics coupled with human insight techniques, creates and delivers hyper-personalised experiences that improve customer retention.
Oliver Kempkens discusses trends in customer experience for 2015. Key trends include companies restructuring voice of customer programs to rely less on surveys and more on targeted feedback and analytics. Customer journey mapping will also increase to better understand the customer experience. Companies will also blend more customer data to anticipate needs and improve experiences. There will be a focus on embedding customer experience into product development and combining methodologies like design thinking to improve processes.
The document summarizes a presentation given by Marc Robinson of Sitel on their Work at Home solutions. Sitel is a global leader in customer experience solutions with over 75,000 employees across 70 countries. Robinson discussed Sitel's Work at Home program which has over 4,800 agents working remotely. He provided case studies of Work at Home programs for companies in industries like insurance, cable TV, and technology. Robinson also covered topics like the benefits of Work at Home, best practices for recruitment and training of remote agents, and the infrastructure and security of Sitel's virtual Work at Home environment.
5 Top Brands, From Diverse Industries, Find Success with Marketing AutomationNetcore Solutions
Marketing Automation helped leading players across the Insurance, BFSI, eCommerce, and Travel industry, reach the right customer at the right time, through the right channel. To download success story visit - https://netcore.in
Communications Service Providers (CSPs) live in a world where penetration rates are over 100 percent in most markets and consumers have multiple different — yet relatively similar — choices.
As CSPs strive to retain customers, they are finding that traditional marketing techniques no longer generate sufficient returns. Instead, they are turning to the concept of Customer Value Management with one-to-one personalization as a way to generate more value from their existing subscriber base.
This article discusses the importance of understanding Customer Value Management and offers five key recommendations to improve customer interactions and deliver value back to the business.
These insights are based on a podcast discussion among Jeriad Zoghby of Accenture Interactive, Dr. Rob Walker and Tom Erskine of Pegasystems.
Learn more: http://www.pega.com/solutions/by-industry/communications-and-media
Modern businesses spend significant resources analyzing and optimizing the customer journey to understand how customers interact with their brand. However, customer journeys are complex as customers can interact across channels in unpredictable ways. The document discusses the need to view customer journeys from both a macro and micro level. It also identifies some key gaps brands should consider when evaluating customer journeys, such as visibility, interaction intelligence, sales conversion, and the overall experience. The document argues that technology is important to enable brands to actively shape journeys in real-time by surfacing the next best actions based on customer context and operationalizing real-time decisions through advanced analytics.
This document discusses engaging customers more profitably through improving the customer experience. It begins by introducing the speakers and Banner Managed Communication. It then discusses the strategic dilemma insurers face in wanting to get closer to customers but often not interacting directly with them. The reality of the customer experience today is examined, highlighting challenges. Seven key essentials of a good customer experience are outlined. Examples of best-in-class customer experiences are provided from other industries. Finally, the document shares real-life examples of communication innovation and simplification that insurers and brokers have implemented.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
Using data to design personalized customer experiences CXAileen Cahill
At the intersection of “Big Data” and the Big Blender – Ad Tech + Mar Tech – lies growth & competitive advantage, harkening in the era of personalization and customer experience design.
Breakthrough marketing begins by harnessing omnichannel customer insights. Using data-driven insights to design, inform & deploy your Customer Relationship Marketing, creative & media mix is where breakthrough marketing happens! A holistic view of the customer informing CX, over time, across channels and devices. Creating personalized experiences that result in long-term, high-value customer relationships.
Customer’s are in the driver’s seat! With complete information at their fingertips and numerous choices, “one size fits all” product-centered marketing is the by gone era of Mad Men.
The document discusses integrated marketing and the challenges facing marketers. It summarizes key challenges such as the data explosion, social media growth, shifting consumer demographics, and the need for customer collaboration. It then discusses how IBM's Intelligent Advisor solution addresses these challenges through its capabilities for capturing customer data, analyzing insights, and executing targeted campaigns across channels. Finally, it outlines how a complete integrated marketing management solution can optimize the customer experience and journey from awareness to loyalty.
Insurance - Opportunities in a digital and changing worldClaus Høyer Madsen
The document discusses opportunities for insurance providers in a digital and changing world. It notes that providers will need to explore using digital technologies to enhance value for customers at lower costs. This involves making the customer experience seamless across channels, using data to personalize experiences, and experimenting with new business models like those in sharing economies. It also discusses challenges from trends like the Internet of Things, driverless cars, and wearables, and how insurance providers can position themselves by improving existing offerings or pioneering new ecosystems.
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...Antony Adelaar
This is the slideware used in a live inQuba & Microsoft webinar hosted on the 23rd of September 2020.
Recording here: https://youtu.be/J89zWhnpCb4
Do you want to learn how to use digital platforms in the FSI industry to stay relevant to your customers in the Digital Economy?
Join inQuba MD, Trent Rossini, and Microsoft FSI Sales Lead, Servaas Venter, in an upcoming webinar, where you’ll learn:
• When and why customers are likely to lapse
• How to nudge customers to achieve their signup goals
• The actions you can take to retain high risk customers
• How to obtain continuous customer feedback during their journey
• How to augment your legacy systems with modern digital platforms
• How to kick off conversion and retention programmes for your customers
Learn how to redefine the delivery of Financial Services client journeys that customers LOVE!
Eighty20 customer engagement presentation March 2016Jessica Robey
Using personalized communications to improve customer engagement. The document discusses how companies can leverage customer data through segmentation, personalization, and targeted communications. It provides examples of how personalization approaches have increased customer engagement for companies by sending the right message to the right customer through the right channel. Personalization aims to improve customer value over traditional campaign-centric approaches.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Epson’s Journey Towards Data-Driven Customer CentricityVivastream
Epson implemented a Customer Data Warehouse (CDW) to centralize customer data from disparate sources and gain a single customer view. This allowed Epson to better understand customers, improve targeting of marketing campaigns, increase response rates, and grow revenue. Some key benefits included reducing duplicate customers by 60%, decreasing time to prepare marketing campaigns from weeks to under an hour, and exceeding revenue growth goals for email campaigns. Lessons learned included ensuring executive support, partnering with an expert provider, allocating sufficient time for discovery and design, and planning for ongoing optimization.
- Companies are throwing resources at customer experience innovation in an attempt to differentiate themselves, but most are not achieving meaningful innovation. They copy competitors or rely on new technologies without understanding customer needs.
- True innovation requires solving real customer problems and aligning innovations with business models and brands to ensure relevance and longevity. Successful innovations encompass customer needs, business impacts, and brand attributes.
- To innovate successfully, companies must ground their efforts in customer understanding, rigorously design new experiences, and strategically measure business outcomes rather than blindly following competitors or technology trends.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
Since our establishment in 2000, CallForce has developed a sound reputation for providing outsourced people solutions that allow our clients to enjoy a number of operational and financial benefits. We combine our HR expertise with the knowledge of our client’s environment to design, implement and manage outsourced people solutions, resulting in improved business performance for our clients.
Sidewalk Event - Why CX matters by mikael vandeskelde Mikael Vandeskelde
This document discusses the importance of customer experience management. It notes that acquiring new customers costs 6-7 times more than retaining existing ones. Dissatisfied customers will tell 9-15 people about negative experiences, while positive word of mouth from satisfied customers reaches 4-6 people. Customers are more likely to purchase again from companies that receive positive customer experience ratings. The document also outlines a framework for measuring customer experience, identifies challenges in profiling today's customers, and presents a case study example of improving customer experience through personalized omnichannel experiences.
The document discusses optimizing the customer lifecycle through improved sales, operations, marketing, and service. It highlights key challenges like increased competition, customer demands, and costs. An optimized solution can provide joined-up processes, customer analytics, business analytics, and performance analytics to improve customer satisfaction, relationships, sales pipeline management, operations delivery, service responsiveness, and marketing ROI. The tailored Flowlens system provides benefits like increased profits, reduced costs, greater buy-in, and total visibility across teams, customers, and partners.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
CRM, Customer Satisfaction and Loyalty in the Telecommunication Industry in A...Infosoft Systems
PPT Presentation of the study "CRM, Customer Satisfaction and Loyalty in the Telecommunication Industry in Albania "
The purpose of this thesis is to study the CRM performance, the effective strategies and approaches that Albanian telecommunication companies are executing as well as to analyze their effect on customer satisfaction and loyalty.
It is interesting to see how the telecommunication companies operate in Albania in terms of CRM and if there are differences among the same industry. In addition, we chose the telecommunication companies because it is interesting to analyze their performance in terms of CRM due also to the fact that their main outcome is related to the management of customer relationship and the quality of the service they offer to customers.
To reach this purpose, the thesis starts with research questions based on the topic and literature review focused on business strategy analysis, performance measurements of CRM, and the relationship between customer satisfaction, loyalty and recommendation. Using the theoretical framework, a structured interview is chosen to collect data information about telecommunication companies such as Vodafone Albania, Telekom Albania, Eagle Mobile and Plus Communication. These companies were studied through case analysis and compared with each other and to the theory. The purpose is to see how these companies perform in terms of CRM and if there are differences in their CRM strategies that could shape their business performances. A survey on customer behavior is analyzed and a case study is conducted on Vodafone Albania, as the leading company in the telecommunications industry, related to measuring the impact of their CRM strategies and effectiveness on their business performance, customer satisfaction and loyalty.
The Digital Explosion—Driven by the Cloud: What’s Your Enterprise Strategy?Capgemini
Capgemini’s research with MIT demonstrates that the digital enterprise enjoys major competitive advantages—not only does it grow faster but it is also more profitable.
So what is a digital enterprise? How do you embrace business technology? How do you make the cloud your business cloud? How do you digitally transform?
This presentation the new roles of digital technology for and with business.
Originally presented at Oracle OpenWorld 2014 by Capgemini Fellow Pierre Hessler.
The document discusses financial sector products offered by major banks in the United Kingdom, including Citibank, HSBC, and Barclays. It provides details on the Citibank Account, HSBC's Business Vantage account, and Barclays' Cash Card Account, outlining their key features such as minimum deposits, fees, and services included. In conclusion, it notes that the best option depends on individual preferences, and suggests the Cash Card Account may be preferable.
Communications Service Providers (CSPs) live in a world where penetration rates are over 100 percent in most markets and consumers have multiple different — yet relatively similar — choices.
As CSPs strive to retain customers, they are finding that traditional marketing techniques no longer generate sufficient returns. Instead, they are turning to the concept of Customer Value Management with one-to-one personalization as a way to generate more value from their existing subscriber base.
This article discusses the importance of understanding Customer Value Management and offers five key recommendations to improve customer interactions and deliver value back to the business.
These insights are based on a podcast discussion among Jeriad Zoghby of Accenture Interactive, Dr. Rob Walker and Tom Erskine of Pegasystems.
Learn more: http://www.pega.com/solutions/by-industry/communications-and-media
Modern businesses spend significant resources analyzing and optimizing the customer journey to understand how customers interact with their brand. However, customer journeys are complex as customers can interact across channels in unpredictable ways. The document discusses the need to view customer journeys from both a macro and micro level. It also identifies some key gaps brands should consider when evaluating customer journeys, such as visibility, interaction intelligence, sales conversion, and the overall experience. The document argues that technology is important to enable brands to actively shape journeys in real-time by surfacing the next best actions based on customer context and operationalizing real-time decisions through advanced analytics.
This document discusses engaging customers more profitably through improving the customer experience. It begins by introducing the speakers and Banner Managed Communication. It then discusses the strategic dilemma insurers face in wanting to get closer to customers but often not interacting directly with them. The reality of the customer experience today is examined, highlighting challenges. Seven key essentials of a good customer experience are outlined. Examples of best-in-class customer experiences are provided from other industries. Finally, the document shares real-life examples of communication innovation and simplification that insurers and brokers have implemented.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
Using data to design personalized customer experiences CXAileen Cahill
At the intersection of “Big Data” and the Big Blender – Ad Tech + Mar Tech – lies growth & competitive advantage, harkening in the era of personalization and customer experience design.
Breakthrough marketing begins by harnessing omnichannel customer insights. Using data-driven insights to design, inform & deploy your Customer Relationship Marketing, creative & media mix is where breakthrough marketing happens! A holistic view of the customer informing CX, over time, across channels and devices. Creating personalized experiences that result in long-term, high-value customer relationships.
Customer’s are in the driver’s seat! With complete information at their fingertips and numerous choices, “one size fits all” product-centered marketing is the by gone era of Mad Men.
The document discusses integrated marketing and the challenges facing marketers. It summarizes key challenges such as the data explosion, social media growth, shifting consumer demographics, and the need for customer collaboration. It then discusses how IBM's Intelligent Advisor solution addresses these challenges through its capabilities for capturing customer data, analyzing insights, and executing targeted campaigns across channels. Finally, it outlines how a complete integrated marketing management solution can optimize the customer experience and journey from awareness to loyalty.
Insurance - Opportunities in a digital and changing worldClaus Høyer Madsen
The document discusses opportunities for insurance providers in a digital and changing world. It notes that providers will need to explore using digital technologies to enhance value for customers at lower costs. This involves making the customer experience seamless across channels, using data to personalize experiences, and experimenting with new business models like those in sharing economies. It also discusses challenges from trends like the Internet of Things, driverless cars, and wearables, and how insurance providers can position themselves by improving existing offerings or pioneering new ecosystems.
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...Antony Adelaar
This is the slideware used in a live inQuba & Microsoft webinar hosted on the 23rd of September 2020.
Recording here: https://youtu.be/J89zWhnpCb4
Do you want to learn how to use digital platforms in the FSI industry to stay relevant to your customers in the Digital Economy?
Join inQuba MD, Trent Rossini, and Microsoft FSI Sales Lead, Servaas Venter, in an upcoming webinar, where you’ll learn:
• When and why customers are likely to lapse
• How to nudge customers to achieve their signup goals
• The actions you can take to retain high risk customers
• How to obtain continuous customer feedback during their journey
• How to augment your legacy systems with modern digital platforms
• How to kick off conversion and retention programmes for your customers
Learn how to redefine the delivery of Financial Services client journeys that customers LOVE!
Eighty20 customer engagement presentation March 2016Jessica Robey
Using personalized communications to improve customer engagement. The document discusses how companies can leverage customer data through segmentation, personalization, and targeted communications. It provides examples of how personalization approaches have increased customer engagement for companies by sending the right message to the right customer through the right channel. Personalization aims to improve customer value over traditional campaign-centric approaches.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Epson’s Journey Towards Data-Driven Customer CentricityVivastream
Epson implemented a Customer Data Warehouse (CDW) to centralize customer data from disparate sources and gain a single customer view. This allowed Epson to better understand customers, improve targeting of marketing campaigns, increase response rates, and grow revenue. Some key benefits included reducing duplicate customers by 60%, decreasing time to prepare marketing campaigns from weeks to under an hour, and exceeding revenue growth goals for email campaigns. Lessons learned included ensuring executive support, partnering with an expert provider, allocating sufficient time for discovery and design, and planning for ongoing optimization.
- Companies are throwing resources at customer experience innovation in an attempt to differentiate themselves, but most are not achieving meaningful innovation. They copy competitors or rely on new technologies without understanding customer needs.
- True innovation requires solving real customer problems and aligning innovations with business models and brands to ensure relevance and longevity. Successful innovations encompass customer needs, business impacts, and brand attributes.
- To innovate successfully, companies must ground their efforts in customer understanding, rigorously design new experiences, and strategically measure business outcomes rather than blindly following competitors or technology trends.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
Since our establishment in 2000, CallForce has developed a sound reputation for providing outsourced people solutions that allow our clients to enjoy a number of operational and financial benefits. We combine our HR expertise with the knowledge of our client’s environment to design, implement and manage outsourced people solutions, resulting in improved business performance for our clients.
Sidewalk Event - Why CX matters by mikael vandeskelde Mikael Vandeskelde
This document discusses the importance of customer experience management. It notes that acquiring new customers costs 6-7 times more than retaining existing ones. Dissatisfied customers will tell 9-15 people about negative experiences, while positive word of mouth from satisfied customers reaches 4-6 people. Customers are more likely to purchase again from companies that receive positive customer experience ratings. The document also outlines a framework for measuring customer experience, identifies challenges in profiling today's customers, and presents a case study example of improving customer experience through personalized omnichannel experiences.
The document discusses optimizing the customer lifecycle through improved sales, operations, marketing, and service. It highlights key challenges like increased competition, customer demands, and costs. An optimized solution can provide joined-up processes, customer analytics, business analytics, and performance analytics to improve customer satisfaction, relationships, sales pipeline management, operations delivery, service responsiveness, and marketing ROI. The tailored Flowlens system provides benefits like increased profits, reduced costs, greater buy-in, and total visibility across teams, customers, and partners.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
CRM, Customer Satisfaction and Loyalty in the Telecommunication Industry in A...Infosoft Systems
PPT Presentation of the study "CRM, Customer Satisfaction and Loyalty in the Telecommunication Industry in Albania "
The purpose of this thesis is to study the CRM performance, the effective strategies and approaches that Albanian telecommunication companies are executing as well as to analyze their effect on customer satisfaction and loyalty.
It is interesting to see how the telecommunication companies operate in Albania in terms of CRM and if there are differences among the same industry. In addition, we chose the telecommunication companies because it is interesting to analyze their performance in terms of CRM due also to the fact that their main outcome is related to the management of customer relationship and the quality of the service they offer to customers.
To reach this purpose, the thesis starts with research questions based on the topic and literature review focused on business strategy analysis, performance measurements of CRM, and the relationship between customer satisfaction, loyalty and recommendation. Using the theoretical framework, a structured interview is chosen to collect data information about telecommunication companies such as Vodafone Albania, Telekom Albania, Eagle Mobile and Plus Communication. These companies were studied through case analysis and compared with each other and to the theory. The purpose is to see how these companies perform in terms of CRM and if there are differences in their CRM strategies that could shape their business performances. A survey on customer behavior is analyzed and a case study is conducted on Vodafone Albania, as the leading company in the telecommunications industry, related to measuring the impact of their CRM strategies and effectiveness on their business performance, customer satisfaction and loyalty.
The Digital Explosion—Driven by the Cloud: What’s Your Enterprise Strategy?Capgemini
Capgemini’s research with MIT demonstrates that the digital enterprise enjoys major competitive advantages—not only does it grow faster but it is also more profitable.
So what is a digital enterprise? How do you embrace business technology? How do you make the cloud your business cloud? How do you digitally transform?
This presentation the new roles of digital technology for and with business.
Originally presented at Oracle OpenWorld 2014 by Capgemini Fellow Pierre Hessler.
The document discusses financial sector products offered by major banks in the United Kingdom, including Citibank, HSBC, and Barclays. It provides details on the Citibank Account, HSBC's Business Vantage account, and Barclays' Cash Card Account, outlining their key features such as minimum deposits, fees, and services included. In conclusion, it notes that the best option depends on individual preferences, and suggests the Cash Card Account may be preferable.
Digital Transformation - Holistitic Delivery FrameworkManoj Agarwal
Digital transformation requires a holistic framework that includes:
1) Careful analysis and design, development, testing, and support across projects.
2) Ensuring business, organizational, and policy readiness for changes.
3) Governance through a steering committee and product owners that obtain stakeholder feedback and assure projects meet strategic plans and priorities.
The ultimate banking and financial sector with cloud computing machine ! Sai Natkar
Banking and financial sector basically operate over the vast IT infrastructures that deal with Big amount of data on a day-to-day basis.Banking organizations and the financial sector as a whole has been relatively slow in adopting the cloud. Their strategy has been to wait and watch on how the cloud performs both from a security as well as robustness of infrastructure point of view.
Accelerated Digital Transformation for the Public Sector_Gartner & WCC_Neill ...Neill Crump
Neill Crump leads the Digital Centre of Innovation at Worcestershire County Council which aims to make the council a world class digital organization. The council has transformed over 40 services and made 413 total services available online. This has led to increased efficiency, reduced costs, and improved customer experiences. The Digital Centre uses agile methodologies and a customer-focused approach to rapidly develop and integrate new digital services across various departments. The transformation has increased online service usage, reduced general inquiries by 67%, and transformed how several departments operate. The council aims to continue expanding its digital offerings and establish a model for "local government as a platform."
Digital transformation: digital business processMosoco Ltd
Process digitization involves converting paper-based processes into digital ones to make them cheaper, quicker, and more effective. Key benefits include faster processes without re-keying data, automatic auditing and quality control, standardization, and integration. Costs include initial setup expenses and ongoing maintenance. Risks involve selecting the wrong records, underestimating costs, and increased cyber risks. Wastes in digitized processes can include defective processes, overproduction, damage during production, unnecessary transportation, resource use, time, quality, and unused staff skills. Identifying and reducing bottlenecks and waste can help ensure digitization increases efficiency.
How structural collaboration leads to value propositions in the financial sectorInSites Consulting
In the (post-)crisis era, challenging the status quo through innovation will be critical to restore profitability in the financial sector. The commoditisation of products within the industry is making it very difficult to compete on price. Moreover, a whole array of non-banking entities is entering the market to close the gap between the offerings of banks and the needs of customers. Suddenly, banks face competition from telcos, supermarkets, tech firms and innovative start-ups, all experienced in building online relationships and developing and marketing transparent products.
In this paper we explain how financial institutions can install structural collaboration trajectories with key stakeholders (consumers, employees, management) in order to develop true value propositions consumers are willing to pay for.
Public Sector Digital: What Does The Future Hold?Chris Yiu
A short overview of the big trends and themes in digital and how these are colliding with government and the public sector. Presented at Scottish Public Sector and Digital Technology, March 2014.
The document discusses DHL's Global Public Sector division which provides logistics and shipping services to government agencies and non-profit organizations. It outlines the industries it serves, including governments, defense contractors, non-profits, and international aid organizations. It then summarizes some of DHL's key capabilities and benefits for public sector customers such as customs clearance processes, contracting expertise, its disaster response team, and global air network.
Presentation by Vincent Tophoff, Senior Technical Manager, IFAC, for the Institute of Internal Auditors International Conference, in Vancouver, Canada, July, 5-8 2015.
Public sector innovation is both an imperative and an opportunity for governments today. This OECD conference brought together public sector practitioners, researchers, civil society and businesses to discuss how innovation can help solve today's complex challenges.
For more information: https://www.oecd.org/governance/observatory-public-sector-innovation/events/
Trends in Outsourcing & Offshoring in the Financial Services Industry 2008-20...newtonsa1
Financial Services companies continue to face headwinds in the global marketplace. Whilst outsourcing activity has not returned to the levels it enjoyed pre-Credit Crunch we are starting to see signs of strengthening demand across North America, EMEA and Asia-Pacific. The third edition of Elix-IRR’s report on Trends in Outsourcing and Offshoring in the Financial Services Industry examines developments in the market since 2011 and the key deal activity which has taken place. We once again assess the health of outsourcing in Financial Services by geography and by domain as well as applying particular scrutiny to the ever-increasing pressure of global regulation and the role of service management in ensuring that outsourcing contributes to the achievement of strategic goals. And because of our longstanding commitment to Africa we return to the continent with fresh insights to the health of the market there, particularly supplier activity in the region.
Indonesia represents a growing market opportunity in healthcare due to its large and growing population, expanding middle class, and underserved healthcare sector. With 235 million people and over 80 million in the growing middle class, consumer spending and confidence are rising. This creates demand for quality healthcare as the population ages and chronic diseases become more prevalent. Private healthcare expenditures also continue to increase steadily. The growing and resilient economy makes Indonesia an attractive target for healthcare investments focused on mid-market consumer products and services, corporate healthcare, and digital health applications.
Teams will study the existing Financial Sector Regulations of various Regulators in India i.e SEBI, RBI, IRDA, PFRDA, FMC etc, (all or any of them) as well as compare them with regulations by global regulators viz SEC, Regulatory Authorities in UK, Singapore etc.
Indonesia Healthcare Landscape - An Overview, July 2014Praneet Mehrotra
A brief description of Indonesia's healthcare landscape and the challenges it faces. The country has no choice, but to attract greater investments (also importantly, foreign investments) in capacity creation.
Cloud in a public sector environment is an interesting proposition. In business today there is an over riding pressure to reduce IT costs and in many countries in Europe there is a central “cloud first” policy intended to encourage the adoption of cloud within the Public Sector.
Yet there are concerns about security, privacy and availability of government and citizen data stored off premise in a public cloud entity.
However the technical and commercial flexibility of cloud can offer significant business advantages.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.
Customer experience management in telecomspdfTelecomsIQ
This document provides information about an upcoming conference on Customer Experience Management in Telecoms that will take place from January 24-27, 2011 in London. The conference will provide insights from executives at various telecom companies and opportunities to learn about developing, implementing, and leveraging successful customer experience management strategies. It will also include workshops, case studies, and a best practice exchange.
- The document is for an event on customer engagement in insurance being held on September 27th 2016 in London.
- The event will explore how insurers can overcome strategic, operational, and cultural challenges to deliver a customer-centric service and transition from a low-touch to a high-engagement customer model.
- Key topics to be discussed at the event include using data analytics to improve customer segmentation and engagement, developing an agile operating model centered around the customer experience, and transforming the customer journey.
A short introduction to trends in improving your Customer\'s Experience of their interactions with your organisation and how that can improve profitability and reduce operating costs.
Customer journey driving business growth for large and small companiesMartin Wright
The document discusses the importance of understanding the customer journey and using customer insights to drive business growth. It provides examples of how Halifax General Insurance and McCarthy & Stone improved conversion rates and sales by mapping customer journeys and addressing pain points. The document also stresses the importance of putting customers at the heart of business decisions and embracing organizational change to align with customers' emotional experiences. Failing to understand customers can lead companies to make incorrect assumptions. Understanding the customer journey across all channels is vital as customer expectations increase around convenience and service.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Digitally savvy customers expect seamless omnichannel engagement across the consumer lifecycle. Firstsource’s Digitally Empowered Contact Center (DECC) is specifically designed to help BNPL companies meet evolving consumer expectations – across identification, acquisition, onboarding, support and growth.
It blends next-gen technologies such as cloud, AI and analytics with the human touch, offering end-to-end customer support.
SENSIPLE offers customer experience management solutions to help companies optimize customer interactions and deliver a seamless experience across channels. Their solutions include voice biometrics, contact center optimization, self-service strategy planning, and customer analytics. SENSIPLE helps define the right customer experience and transform satisfied customers into brand advocates through implementing end-to-end customer experience solutions and context-aware services strategies.
This document is a program for the "Call to Excellence 2016" contact centre conference being held in Melbourne, Australia on May 19-20, 2016. Over the two days, the conference will feature presentations, case studies, and panels from industry experts on topics related to improving customer experience, agent performance and productivity, implementing new technologies like cloud and analytics, and reducing costs in contact centres. There will also be workshops on digital disruption and personalization using real-time insights. The goal is to help contact centres not just focus on cost effectiveness but generate revenue through optimal customer experience and workforce performance.
The document provides an overview of Hinduja Global Solutions (HGS) including its capabilities in customer lifecycle management, industries served, full service continuum, case studies, and touch point strategy. HGS is a global BPO provider majority owned by Hinduja Group with over $175M in revenue, 80 clients, and operations in 7 countries. It focuses on delivering a seamless customer experience through multiple touch points and channels.
This document provides information about the European telecoms industry's #1 customer experience conference taking place from June 27th-29th in Prague, Czech Republic. The conference will feature over 40 expert speakers from major telecom companies in Europe and will provide a tailored B2C and B2B track under one roof. Attendees will learn strategies for digitally transforming their organizations to generate a culture of continuous customer experience management improvement and shape the future of the European telecoms industry.
The document announces the 6th Annual Contact Centres Asia conference to be held from March 30th to April 1st, 2015 in Kuala Lumpur, Malaysia. It will feature international speakers from companies such as Ooredoo, Emirates Airline, DHL Express, and Standard Chartered Bank discussing best practices in contact center performance, leadership development, and the use of social media and data analytics. Attendees will learn how to optimize multi-channel platforms and create exceptional customer experiences. Interactive roundtable discussions and new case studies are also included in the program.
This document summarizes an event for customer experience leaders in the Latin American telecom industry. The event will be held on March 30-31, 2016 in Lima, Peru and will feature presentations and discussions on topics like building customer-focused processes, migrating customers to digital channels, simplifying the customer experience, and aligning departments to deliver an omni-channel experience. Speakers will include executives from telecom companies like Tigo, Telefonica, Nextel, and DirecTV. The event aims to help attendees discover best practices for improving customer retention, satisfaction, and advocacy.
The Agency in Transformation: How Customer Journeys Will Transform the Agen...Gleanster Research
Most Agencies can talk a good game when it comes to the customer engagement strategy. But actually delivering on the expectations from brands is a whole different animal. Join Principal Analyst and CEO of Gleanster Research, Ian Michiels, to explore the transformational forces that will forever change the Agency-Brand relationship.
You'll learn:
Profitable strategies for customer journey services
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The document summarizes an Excellence in Contact Centres & Customer Interaction Summit taking place from May 14-16, 2014 in Istanbul, Turkey. The summit will include keynote speakers from various companies discussing topics such as future contact centre strategies, cost reduction, customer experience, and omni-channel operations. It will also feature 10 case studies and real-life examples presented by contact centre experts. The goal of the summit is to bring together contact centre leaders from telecommunications and banking to discuss challenges and solutions for improving customer interaction and contact centre management.
This document advertises and provides details about the "Customer Experience in Telecoms" conference focused on the enterprise market. The conference will be held June 30th - July 2nd, 2015 in London and will feature presentations and workshops on designing customer experience frameworks for B2B customers, delivering enterprise mobility solutions, and case studies from telecom companies on improving the customer experience. Attendees will learn how to better meet the needs of business customers and simplify interactions to increase satisfaction, retention, and revenue.
This document advertises a customer experience conference that will take place on October 20-21, 2015 in London. It will feature speakers from leading UK retailers who will discuss building successful customer experience strategies, standing out from competitors, delighting customers, and improving customer-centricity. Attendees will learn tools and methodologies for understanding customer journeys, unlocking value across channels, and bringing the customer voice into their organizations. The conference includes keynotes, workshops on customer journey mapping, and networking opportunities.
Experian recently commissioned Forrester Consulting to conduct a study with 380 C-level and
functional leaders across Europe, the Middle East and Africa at traditional bricks-and-mortar
organisations. The resulting report (Winning in the customer era)1 focuses on the changing
digital world, where customers are more powerful than ever before, and expectations are higher,
influencing businesses to reconsider their business models. Nearly half of C-level respondents
are worried about external competition, with 73% believing that traditional business models will
disappear in the next five years due to digital transformation.
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Customer Experience Transformation: Nordics
1. Drive profitable customer centric delivery through seamless multichannel
Customer Experience – exclusive to the Nordic region
T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
Digital Transformation:
Harness technological
innovation to drive improved
e-commerce, insight and
customer contact
Per Møller Jensen
Former Vice President Brand,
Marketing & EuroBonus
SAS Airlines
In partnership with:
Mikael Karlsson
Mobile Marketing Lead
Volvo On Call
Lene Weje
First Vice President
Customer Direct
DanskeBank
Thorlief Astrup-Hallund
Director, Customer Experience
and Process
Telenor
Actionable Customer
Insights:
Effectively incorporate
customer data, analytics
and profiling into strategic
decision-making
Contact Centre
‘Motherships’:
Drive improved customer
experience through multi-
channel contact and
feedback monitoring
Cultural change:
Achieve stakeholder buy-in
and employee engagement
to drive Customer
Experience transformation
Aligning Customer
Experience to Strategic
Growth:
Demonstrate the value of
the customer experience on
the balance sheet
Gain Key Insight into:
Stein Bemer
Managing Partner
Antoti AS
Johanna Hytönen
Communications
Manager
Euroclear
Thomas Brand
Customer Service
Officer
Nordnet Bank
Michael Bjorn Andersson
Operational
Excellence
Maersk Line
Sami Hammoudeh
Customer Experience
Director
Aramex
Anna Grandt
Head of User
Experience, SEB
Gitte Hedman
Sr Consultant, Global
Customer Loyalty
Team, Marketing
Verizon Enterprise Solutions
Donal Crotty
Head of Customer
Service Delivery
F-Secure
Lotta Loben
Director – Online
Banking, Swedbank
Jan Holm
Director – Online
Business
Laerdal Medical
Pioneering the launch of the only Nordic cross-industry event are these key leaders from across the
Customer Experience elite:
Join 80+ executive peers from across industry to exchange best practice in Customer Experience Management across 3 days of
unparalleled insight, thought provoking keynotes and leadership meetings to drive CEM excellence across the Nordic region.
Conference: 28th -29th November 2013 Workshop Day: 27th November 2013 Stockholm, Sweden
Customer Experience
Transformation: Nordics
Unique
market-leadingNordic case studiesdirect from thefront line!Danske Bank, Volvo,SAS and more
“Very valuable - gives inspiration
for new ideas. Great event, great
speakers, would recommend to
colleagues.”
Dragan Oudshoorn,
Category Manager, Phillips,
CX Transformation Delegate
2. T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
Dear Colleague
Whilst the rest of Europe lags behind, the Nordic region has raced ahead in
terms of technologically enhanced Customer Experience Management.
From e-commerce innovation, the proliferation of multi-channel engagement
and highly efficient customer centric organisational design, Nordic brands are
often internationally perceived as market leading in the 3 core competencies:
Culture, Insight and Capability.
But leading the pack does is not an opportunity to sit back and relax; pole
position brings with it a unique set of challenges.
Are you striving to:
v Harness technological innovation to drive improved e-commerce, insight and
customer contact?
v Incorporate customer data, feedback and profiling into strategic decision-
making?
v Drive improved customer experience through multi-channel contact and
feedback monitoring?
v Achieve stakeholder buy-in and employee engagement to drive Customer
Experience transformation?
v Demonstrate the value of the customer experience on the balance sheet?
Customer Experience Transformation:
Nordics unites 80+ Scandinavian and Baltic leaders from Marketing, Service
and Contact functions to discuss your top priorities for the year ahead.
Profit from 3 days of interactive discussion, peer-led exchange and case study-
driven knowledge sharing at the region’s only cross-industry forum to ensure
your Customer Experience Management strategy can live up to the pressure of
this highly competitive regional market.
Let Customer Experience Transformation: Nordics guide you through the
advanced challenges faced by you and your peers, and provide solutions to your
most frustrating problems through this unique forum.
Make sure your Customer Experience is transformed for 2014 - your position as
leaders demands you stay ahead of the game!
I look forward to seeing you in Stockholm.
Kind regards
Katie Biltoo
Event Director – Customer Experience Summits
2013 Speakers include
Per Møller Jensen,
Former Vice President Brand,
Marketing & EuroBonus,
SAS Airlines
Lene Weje,
First Vice President,
Customer Direct,
DanskeBank
Mikael Karlsson,
Mobile Marketing Lead,
Volvo On Call
Thorlief Astrup-Hallund,
Director, Customer Experience and Process,
Telenor
Stein Bemer,
Managing Partner,
Antoti AS
Johanna Hytönen,
Communications Manager,
Euroclear
Thomas Brand,
Customer Service, Officer,
Nordnet Bank
Michael Bjorn Andersson,
Operational Excellence,
Maersk Line
Sami Hammoudeh,
Customer Experience, Director,
Aramex
Anna Grandt,
Head of User Experience,
SEB
Gitte Hedman,
Sr Consultant, Global Customer
Loyalty Team, Marketing,
Verizon Enterprise Solutions
Donal Crotty,
Head of Customer Service Delivery,
F-Secure
Lotta Loben,
Director – Online Banking,
Swedbank
Jan Holm,
Director – Online Business,
Laerdal Medical
“More than eight in ten
Nordic consumers shop online
…and selection is constantly
being enlarged, as is
consumers’ feel for what can
actually be achieved online
Thanks to the proliferation
of e-commerce, customers
can shop whenever the need
arises. But this technology
also creates challenges: what
technological platforms
should e-commerce companies
invest in?”
– PostNord Nordic E-Commerce Report, 2012
Start knowledge sharing and
networking before the event
Follow us on Twitter @CX_Events
Join our linkedIn group Customer
Management IQ
http://linkd.in/19EYgQx
3. T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
Workshops offer delegates the chance to deep-dive into the issues that can make the biggest difference to their organisations.
Take the time to comprehensively address the opportunities and challenges that you’re facing, brainstorm solutions with other attendees and debate
solutions & new direction with the expert workshop leaders.
Be prepared to share your ideas, get head-down to draft winning plans, and leave with a highly focused plan to drive the customer to the heart of your business.
Pre-Conference Workshop Day – Wednesday 27th November 2013
09:30 Registration & Networking Coffee
Experience Excellence Workshops – Driving the Customer to the Heart of Your Business
10:00 The Red Thread – Use Insight from Customer Touch points to Drive Experience Excellence Across Complex Supply Chains
Discover the untapped potential of gaining customer insight at every touch-point of your sales process. Peter Evans experience at Virgin Media, and now Maersk Line offers a treasure trove
of insight and anecdotal evidence to support the importance of what he (and Richard Branson) call ‘The Red Thread’ .
From engagement through Marketing, to service challenges in Complaints Management, having a clear and focused view of what your customer wants and needs at every step of the
journey will enable advocacy, retention and profitability.
Discover through this interactive workshop, the value of Net Promoter Scoring across the Customer Journey, and how to use this to drive operational support to deliver to customer expectations.
Designed to provide you with case study focused discussion from the front line service delivery, this workshop delivers key strategic insight into how to:
v Develop advocacy through matching service delivery with Customer Expectations
v Harnessing customer feedback to drive infrastructural change at the heart of your organisation
v Generate profit through streamlined, transparent customer service operations, without neglecting the needs of your customer.
Peter Evans, Director, Customer Process Excellence – Maersk Line
Peter Evans is Director of Process Excellence for Northern Europe at Mærsk Line based in Copenhagen. Prior to that he was Director of Operational Excellence and Customer Operations at Virgin Media in the UK where he led the de-
sign and implementation of a sustainable Operational Excellence framework to drive customer centricity across the organisation. Peter has also worked at Cable & Wireless and Vodafone in the UK. Before moving to telecoms Peter
worked for GE Capital between 1989 and 2000 holding various roles including EVP Quality for GE Capital Aviation Services. At GE Capital Peter became a Six Sigma Master Black Belt and developed a strong and continuing interest in
the Human Aspects of Change.
Learn from his multi-facted customer operations experience during this workshop session .
12:30 Networking Business Lunch
14:00 Streamlined Internal Processes and their Impact on the Customer Experience
Sustainability and continuity means reliability, which results in trust. Right?
The concept is easy, but the strategy and execution of a sustainable customer experience transformation is an ongoing challenge.
Unlock the secrets to effective lasting change in the fundamental areas: value for money, accessibility, transparency. Deploy lean effectively to drive the customer into the heart of your experience.
Speaker to be confirmed, check www.customerexperiencenordics.com for updates.
16:00 End of workshop
4. T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
SUMMIT DAY ONE – Thursday 28th November, 2013
08:00 Coffee, Networking and Delegate Check-In
09:00 Summit Welcome
Katie Biltoo, Customer Experience Summits Director
09:10 Chairman’s Opening Remarks:
Per Møller Jensen, Former Vice President Brand, Marketing & EuroBonus, SAS Airlines
09:20 State of the Region: Nordic Market Leading Digital Transformation in Customer Experience
With the Nordic region achieving 100% online and mobile penetration, digital transformation
is standard practice for sophisticated engagement strategies across the region. The next
challenge is to harness the capabilities of the technological age to further innovate and diversify
across an increasingly hi-tech landscape.
v Review your strategy in line with global demographic shifts. How will technology fare in new or
emerging markets when it works so well for the Nordics?
v Develop your business’ agility by supplementing your strategy with this 360 view of the
region’s trends and forecasts
v Gain invaluable insight into regional drivers and industry updates to inform your Customer
Experience Digital Strategy for the year ahead.
Judith Wolst, Digital Commerce Expert
09:45 Customer Experience Transformation: What Does That Look Like?
There is significant market buzz around the term “Customer Experience Transformation’.
Analysts, gurus and vendors all challenge perceptions with innovative research, cutting edge
visions to inspire us to transform. However, in reality, our businesses cannot replicate the
utopian vision to transform the way in which we offer our customers an experience of our
products, brands and touch points. So what does this actually mean in an operational context?
What has to be done to achieve real, and most importantly, profitable transformation?
This session will highlight the most prominent trends and how to achieve the 5 core goals
that transformation must enable in order to:
v Engage customers in efficient, satisfying experiences.
v Differentiate your customer experience from that of the competition.
v Capture, align, and distribute key customer information from multiple channels in a timely fashion.
v Ensure that customer interaction remains fast, reliable, and consistent.
This session is available for thought leading solution providers to educate the audience on cutting edge
developments around this topic. For additional information on how to enter the selection process, please
email sponsorship@iqpc.co.uk or call +44 (0) 207 368 9300
10:15 Networking Coffee Break
10:45 NORDIC FOCUS: E-Commerce Trends and How to Exploit Them
80%ofgoodsboughtinSwedenin2012wereboughtonline.Industryexpertsconfirmthattherapid
developmentofcomprehensivee-commerceplatformsrepresentsaseismicshiftfromtheway
businessesengageandtradewithcustomersacrosstheworld.
Understandingthefutureofe-commerce,andaligningthiswithyourstrategywillallowincreased
penetrationofnewandexistingmarkets,enhancedefficiencyincontactandproductoffering,alongwith
innovativeCustomerExperience.Butyoumuststayaheadofthegame.
Examinethefollowingtop10e-commercetrends,specifictotheNordicregion,tokeepaheadofthecurve!
TOP 10 Nordic E-Commerce Trends
v The industry will consolidate
v Unprofessional online shops will be more rare in the future
v More people will follow a career within E-commerce
v Online shops will seek growth in foreign markets
v Increased analysis needed for decisions
v Conversion will be essential for success
v Online shops will need to stay profitable
v Increasing interest in investing in E-commerce
v Online shops that keep focus on their own niches will be successful
v E-commerce will increase fast and take market share from offline retail
This session is available for thought leading solution providers to educate the audience on cutting edge
developments around this topic. For additional information on how to enter the selection process, please
email sponsorship@iqpc.co.uk or call +44 (0) 207 368 9300
11:30 ONLINE: How to Keep Up With Constantly Evolving Customer Expectations -
Now you know the top 10 trends, and how to manage these industry developments – what
can you do to keep up?
In the early days, e-commerce websites were restricted to shopping functionality, but it’s
now possible to map complex sales and procurement processes to enhance your view of
your customer’s purchasing decisions. Harnessing these capabilities will allow you to derive
profitable insights and improved retention through this evolving platform, and also cater to
evolving customer expectations.
Learn what your customers want, and how to give it to them to innovate your offering
and enable improved profitability, through online marketing and personalisation, to
payment options and logistics.
Thomas Brand, Customer Service Officer, Nordnet Bank
12:00 PANEL: Social, Local, Mobile, Multi-Channel? What About Delivery?
Digital Transformation, e-Commerce and Social Media strategy are all integral components of
marketing leading Customer Experience engagement. High profile brands engage easily with
the tech savvy customer, and driving marketing through multiple channels is a tried and tested
method. But is that enough?
This thought provoking debate will explore the benefits and challenges of operating in the
digital world, and highlight core competencies that cannot be forgotten when
considering the true meaning of Customer Experience delivery.
v Remember the needs of the customer – marketing wizardry and clever
communications cannot compensate for poor service delivery
v Discover the benefits of user experience design and customer journey
mapping as tools to identify areas for improvement
PANELLISTS: Donal Crotty, Head of Customer Service Delivery, F-Secure,
Stein Bemer , Managing Partner, Antoti AS, Lotta Loben, Director – Online Banking, Swedbank
12:30 Networking Lunch
Take this extended working lunch to connect with faces, old and new, from across the
delegation, and discuss your anticipated opportunities to learn, connect and share across the
full spectrum of strategies and tactics to drive Customer Experience Transformation.
13:30 Customer Experience Maturity Streams begin:
Choose from the following interactive discussion sessions to tailor your agenda to your
business’ most pressing needs.
If there are multiple sessions you would like to attend, bring a colleague. 87% of our audience
stated that “bringing a colleague from another function dramatically improved learning across
the conference programme”.
So, we actively encourage team participation! Contact us for more details on group bookings at
enquire@iqpc.co.uk
PANELSESSION
Customer Experience
Transformation: Nordics
Customer Experience
Transformation: Nordics
5. T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
SUMMIT DAY ONE CONT’D – Thursday 28th November, 2013
CAPABILITY INSIGHT CULTURE
13:35 Volvo On Call: Creating
Value Through Exceptional
Experience Design
What creates loyalty?
Industry commentary would
suggest that creating one-off
exceptional experiences is the
key – but what lies behind
the gimmick?
Discover the real value of
seamless experience offered
by a trusted brand, combined
with ‘magic moments’ to
deliver something exceptional
to your clients through this
industry leading case study
from the Volvo Group.
Mikael Karlsson,
Mobile Marketing Lead,
Volvo On Call
Integrated Analytics –
Capture Actionable Insights
in the Multi-Channel Era
Multi-channel customers
are increasingly the most
sophisticated, demanding
and time-starved customers.
With an average of 10
interactions per purchasing
decision, ensure you
are capturing the most
accurate insights from your
interactions across multiple
channels to achieve a 360
perspective on the needs of
your most active customers.
This session is available for
thought leading solution
providers to educate the audience
on cutting edge developments
around this topic. For additional
information on how to enter the
selection process, please email
sponsorship@iqpc.co.uk or call
+44 (0) 207 368 9300
Transformation: Inside Out
vs. Outside In?
Analysts and suppliers will
challenge you to innovate,
and the use of technology
is a natural focal point to
drag organisations into
the 21st century. However,
fundamental change can only
happen behind the doors of
your business.
Discuss the merits and risks
of adopting a singular view of
transformation, and address
the cultural needs of your
business to develop an agile
perspective on Customer
Experience Transformation.
Michael Bjorn Andersson,
Operational Excellence,
Maersk Line
14:15 User Experience Design –
Representing the Customer
in the
As digital capability
becomes the new leveller
across Financial Services,
the technology can often
become a higher priority
than the fundamental point
of implementing it. Discuss
the benefits and challenges
of keeping the customer
front of mind whilst having
to continually keep pace
with accelerated digital
transformation.
Anna Grandt, Head of User
Experience, SEB
Get To The Right Customer,
Quicker! Real-Time,
Data-Driven Experience
Management
Operating at the cutting
edge requires real-time
interaction. The speed
of operation can hamper
your ability to execute
personalised experience
excellence. Harness the
power of intelligent, real-
time experience technology
to ensure that, irrespective of
the speed of interaction, your
customer is satisfied.
Sami Hammoudeh, Director –
Customer Insights, Aramex
InfluencingKeyStakeholders–
HowtoMakeThemUnderstand
theNeedforChange
Attitudes towards Customer
Experience need to change.
What can be done by Customer
Experience leaders to effect
cultural change – shifting
from a product focused
organisation, to one that is
totally customer-centric?
Unlock the secrets to building
an effective case for change.
This session is available for
thought leading solution
providers to educate the audience
on cutting edge developments
around this topic. For additional
information on how to enter the
selection process, please email
enquire@iqpc.co.uk or call
+44 207 368 9500
15:00 Networking Coffee Break
15:45 Harmonising Tailored Customer-Interaction Across Channels
As the future of Customer Experience focuses heavily on evolving digital platforms, multi-
channel capabilities are the only way to survive in the technological age. How can you effectively
offer a rich set of products and services seamlessly across all channels, without running into
heavy costs, or compromising your offering?
Discover the critical success factors and fallout of keeping these multiple plates spinning:
v Ensure appropriate levels of contact and support for each channel individually
v Harness the opportunities unleashed through multiple interactions
v Strengthen your brand promise across each channel, and demonstrate your
brand value to a wider audience
Thorlief Astrup-Hallund, Director, Customer Experience and Process, Telenor
16:15 DanskeBank Case Study: Uplifting Customer Experience Through Enhanced Digital Strategy
Cast your mind back to the Financial crisis of 2008. Danske Bank were widely criticised for
unscrupulous practice, poor service and had a long way to go to rebuild their customers trust,
and raise their expectations. Through enhanced digital transformation, combined with a
transparent and pro-active approach to rebuilding trust, Danske Bank have started their journey
towards being recognized as the most thrusted financial partner. Be inspired by this real-life
case study, and pinpoint key takeaways to drive positive experience with your customers by:
v Customer Interaction based on clear segmentation, proactive care and digital solutions
v Driving customer needs into your business – Danske bank shifted 700,000 customers out of
branches and to their full-service contact centre
v Meeting customer’s requirements – high value clients are busy people – out of hours online
banking solutions meet the needs of their lifestyle
Lene Weje, First Vice President, Danske Direct, DanskeBank
16:45 Contact Centre ‘Motherships’ – Driving Improved Customer Experience Through Enhanced
Service Performance
Go beyond traditional call-centred contact models to achieve an integrated mother ship to
monitor and handle all customer queries.
v Create a central repository of all inbound customer contact through a multi-channel command
centre
v Reinforce brand presence and continuity through a centralised contact function
v Synchronise response units to deliver holistic customer care efficiently and through the
appropriate channel
This session is available for thought leading solution providers to educate the audience on cutting edge
developments around this topic. For additional information on how to enter the selection process, please
email sponsorship@iqpc.co.uk or call +44 (0) 207 368 9300
17:15 Chairman’s Closing Remarks
17:45 Customer Experience Networking Reception
Join us in the lobby bar for an informal networking session to unwind after the first day’s
conferencing. Share insights with your peers over a drink or two, meet with new additions
to the audience, and then early to bed for the next day of learning and networking!
CASESTUDY
6. T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
SUMMIT DAY two – Friday 29th November, 2013
08:30 Coffee, Networking and Delegate Check-In
09:00 Chairman’s Welcome and Recap on Day Two:
Per Møller Jensen, Former Vice President Brand, Marketing & EuroBonus, SAS Airlines
09:15 A Customer-Centric Vision for Challenging Financial Times
Whilst the Nordic markets have enjoyed a slightly more comfortable experience of the recession
than some European counterparts, cost-reduction, efficiency and limited budgets are impacting
on Customer Experience Transformation across the board. With engagement, acquisition
and retention critical to sustaining business, how can you create customer centricity without
breaking the bank?
Evaluate the following to understand the relationship between budget and Customer
Experience:
v How can customers be kept at the centre of any cost-reduction strategy?
v Changing expectations: does a VIP experience naturally mean higher cost?
v Incorporating customer feedback into the product innovation process to target
your customers effectively?
Johanna Hytönen, Communications Manager, Euroclear
10:00 Front-Line Staff – Your Most Valued Asset
What is the correct way to incentivise front-line staff to ensure Customer Experience Excellence?
Skewed bonuses, sharp practice and prioritisation of profit over performance are all features of
a failing incentive structure in the current climate where ‘Customer is King’. This poor service
provision is despised by customers and will have a damaging effect on your bottom line.
v Discover the correct steps to engaging front-line staff to ensure customer satisfaction, and
ultimately retain profit margins the right way.
v Drive Customer Centric culture from the top down to reap the benefits of a happy and healthy
frontline workforce
v Understand the key techniques to continuously drive service improvement, focusing on
personality over profit
This session is available for thought leading solution providers to educate the audience on cutting edge
developments around this topic. For additional information on how to enter the selection process, please
email enquire@iqpc.co.uk or call +44 207 368 9500
10:45 Networking Coffee Break
11:15 Unlocking Valuable Customer Loyalty in Competitive Industries
How can you drive loyalty when your competitors win on price?
Recent research indicates that whilst price a primary driver, it’s not the only reason customers
come back. Strengthened process, innovative initiatives and tangible links between top quality
prodcuts and brand promise are also key reasons why customers will remain loyal to your brand.
Learn from Stein Bemer and his cross industry case-study based experience on what the key to
driving profitable loyalty programmes is.
Stein Bemer , Managing Partner, Antoti AS
12:00 Customer Experience Technology Demo Drive
This is your opportunity to quickly and effectively assess the solutions in the exhibit hall and
what’s new in the market. We’ve made it easy for you to prove to have done your homework; visit
your choice of 5 solution providers in the hall for a 5 minute demo and move round on the sound of
the buzzer. Ensure you have your card signed at each of the booths to be entered into a prize draw!
One lucky Demo Drive participant will take away a fabulous prize at the end of the day.
12:15 Networking Lunch Break
13:15 Choose from the following working group discussions to learn more about both value streams
Benefit from this content led networking opportunity and discuss these hot topics with the
peers you have connected with over the conference. Tailored to meet the needs of both Service
& Operations, and Sales and Marketing, these informal discussion sessions give you another
opportunity to share insight, and have your voice heard.
14:00 Future Nordic Trends – What Will Customer Experience Transformation Look Like for 2013
Having explored, debated and discussed Customer Experience Transformation, this session
pinpoints the key trends that will last beyond Customer Experience hysteria and offers unique
insight from industry analysts as to how to buck those trends in order to become leaders in
Customer Experience. Share your most valuable take-aways from the 3 day summit. Share your
insight into what has been most valuable and learn what your peers will be taking back to the
office and implementing.
Per Møller Jensen, Former Vice President Brand, Marketing & EuroBonus, SAS Airlines
14:45 Chairman’s Closing Remarks
15:00 Close of Conference
ACQUISITON RETENTION
13:15 B2B Focus: What Are Optimal Acquisition
Strategies in the B2B environment? What
can be learned here?
A lot of Customer Experience transformation
focuses on engaging with the masses. But
what lessons can be learned from business to
business? High yield, low volume customer bases
present specific challenges, and the relationship
building that is required sets benchmarks that all
organisations can learn from.
Discuss these specific issues with peers,
and learn what the optimal engagement
strategies are for this market.
Gitte Hedman, Sr Consultant, Global
Customer Loyalty Team, Marketing,
Verizon Enterprise Solutions
No Complaints Here! The Myth of Effective
Complaints Management
Though the end goal is clear, service provision
and dealing with people, rather than process
or numbers will mean that complaints are an
occupational hazard. Anyone who tells you
different is not facing the reality of Customer
Experience leadership.
Discover the types of complaints that will
matter most to your business, and how to
ensure satisfaction is restored through the
most appropriate, rather than most cost-
effective, channel.
Thomas Brand,
Customer Service Officer,
Nordnet Bank
13:30 How to Differentiate Your Brand – 3 Critical
Steps
Customers are more cynical, savvy and ruthless
in making purchasing decisions. Brand is a crucial
element of customer acquisition, summarising
your entire business offering within one single
interpretation.
Explore what your brand really means and how
you can differentiate your offering from previous
poor performance, as well as competitors, to
improve customer acquisition performance.
Speaker to be announced, please visit
www.customerexperiencenordics.com
for updates.
B2B Focus: Driving E-Commerce and Online
Experience in the B2B Environment
The B2C market is awash with online
innovations, e-commerce strategies, apps,
social, local… the list is endless, and constantly
evolving to develop something distinct in a
high volume, low cost market. B2B is different.
Lower customer volumes makes retention even
more important, as defection can mean the
difference between survival and extinction.
Discover how to approach this challenge from
a company famed for ‘saving lives’.
Jan Holm, Director – Online
Business, Laerdal Medical
7. You can access a variety of free
resources such as whitepapers,
articles, news, podcasts and
presentations online at
www.customerexperiencenordics.com
T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
Sponsorship and Delegate information
Previous sponsors of our Customer Experience Transformation events are leading solution providers including:
v Chief Marketing Officer
v Chief Customer Officer
VP/Director/head of:
v Customer Experience
v Customer Strategy
v Marketing
v Digital/Online Customer
Experience
v Customer Loyalty
v Customer Insight & Analytics
v E-Commerce
v Customer Retention
v Contact/Call Centers
v Customer Complains
v Service Delivery
From these industries:
v Financial services
v Retail
v utilities
v Travel and Leisure
v e-commerce
v Telcommunications
v Public sector
Who should Attend? About Customer Management IQ
Become a member of Customer Management IQ and receive
complimentary access to resources that will keep you at the
forefront of industry change. You will receive access to our
growing library of multi-media presentations from industry leaders, an email newsletter updating you on new
content that has been added, free aggregated news feed from over 1000 global news sources tracking your
industry and special member only discounts on events.
Become a member here: www.customermanagementiq.com/join.cfm
Start knowledge sharing and networking before the event
“Some very
inspirational
speakers, passionate
about their brands
keen to share how
they are achieving
they aims and goals”
– Kelly Platt, Phones 4U,
CX Transformation Past Delegate
“Overall very inspiring and
provided me with useful
information from different
areas - both business views
and technology view. Great
to have experiences direct
from the front line.”
- Chief Project Officer, Nordea Bank,
CX Transformation Past Delegate
“Excellent
presentations,
extremely
valuable event”
- Catherine Graves,
Customer Experience
Manager, Pizza Express,
CX Transformation Past
Delegate
“Excellent
opportunity to hear
from and network
with retailers cross-
industry and not just
financial services”
- Skye MacFarlane, Senior Strategy
Manager, HSBC, CX Transformation
Past Delegate
Join our linkedIn group Customer Management IQ http://linkd.in/19EYgQxFollow us on Twitter @CX_Events
Maximise your involvement: sponsorship and
exhibition opportunities
The Customer Experience Transformation: Nordics summit will be
attended by senior customer experience, service and contact managers
and decision makers from industry in the Nordic region, bringing
together buyers and supplies in one location.
Focused and high-level, the event will be an excellent platform
to initiate new business relationships. With tailored networking,
sponsors can achieve the face-to-face contact that overcrowded trade
shows cannot deliver.
Exhibiting and Sponsorship options are extensive, and packages
can be tailor-made to suit your individual company’s needs. Most
packages include complimentary entry passes, targeted marketing
to industry officials and executives, and bespoke networking
opportunities.
Other features of sponsorship include:
v Prominent exhibition space in the main conference networking area
v Participation in comprehensive pre-event marketing campaigns
v Tailored marketing strategies to suit your organisation’s size,
capabilities and individual requirement
For more information and to discuss the right opportunity, contact us
on+44 (0)207 368 9300 or sponsorship@iqpc.co.uk