This document summarizes a customer experience strategies summit in Toronto on November 13-14, 2012. It features presentations from leaders of companies like ING Direct Canada, WestJet, Microsoft, Dell, Intuit, and BC Hydro on achieving strategic alignment, managing social media, seamless omni-channel experiences, and integrating customer insights. The summit provides 10 solutions for customer experience excellence and discusses metrics, digital strategy, and transforming organizational culture to be customer-centric. It is aimed at professionals from various industries looking to improve customer experience.
Are you an experienced B2B sales leader who feels the need for better revenue forecasts? Believe it or not, the solution may not be in a new CRM process or in the hiring of a new team member. There is a LOT of information in your current sales pipeline waiting to be unlocked. You can do that with little changes and lots of discipline.
Learn how to quantify the value of customer experience, proving value and ROI in terms like revenue, wallet share, and cost reduction that business leaders understand and can embrace.
This document discusses how to build a customer-centric culture. It begins by introducing Christine Crandell, the president of NBS Consulting Group, who is an expert in customer experience. It then defines what a customer-centric culture is and provides examples of what it looks like. The document discusses why building such a culture is difficult and outlines a three stage model of cultural evolution. It then provides five steps for building a customer-centric culture, beginning with developing a deep understanding of customers through journey mapping.
Creating customer centric culture for your organisationDr. Janne Ohtonen
This presentations shows you how you can create a customer centric culture into your organisation. All techniques presented here are proven to work in organisations all over the world. Do not hesitate to contact me for a discussion on how to implement it in your organisation.
Connect with me in LinkedIn: http://linkedin.com/in/janneohtonen
Most managers or upper level executives have little training in how to properly delegate responsibilities to others. Follow these 9 steps and change how your organization performs.
Learn more about our management coaching program. https://www.growthsourcecoaching.com/management-mastery.html
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
This document provides information about an upcoming conference on increasing customer satisfaction, including details about speakers, sessions, workshops, and registration. Some of the key points summarized are:
- The conference will provide strategies and lessons from industry leaders on driving revenue, achieving competitive advantages, and maintaining cost-effective customer experiences.
- Sessions and workshops will address topics like capturing customer insights, developing strategies for economic downturns, creating a unified culture for exceptional service, and leveraging tools and technology to enhance customer and agent satisfaction.
- Speakers include CEOs and executives from companies like GE, Disney, United Stationers Supply Co., and more who will share their experiences leading call centers and focusing on customer experience.
Professional Overview: Lynn Hunsaker - ClearActionClearAction
Pictorial resume / bio of Lynn Hunsaker, Customer Experience Transformation Strategist at ClearAction, CEO at Marketing Operations Partners, and co-founder of Marketing Future Forum.
See http://ClearActionCX.com
http://MOpartners.com
Are you an experienced B2B sales leader who feels the need for better revenue forecasts? Believe it or not, the solution may not be in a new CRM process or in the hiring of a new team member. There is a LOT of information in your current sales pipeline waiting to be unlocked. You can do that with little changes and lots of discipline.
Learn how to quantify the value of customer experience, proving value and ROI in terms like revenue, wallet share, and cost reduction that business leaders understand and can embrace.
This document discusses how to build a customer-centric culture. It begins by introducing Christine Crandell, the president of NBS Consulting Group, who is an expert in customer experience. It then defines what a customer-centric culture is and provides examples of what it looks like. The document discusses why building such a culture is difficult and outlines a three stage model of cultural evolution. It then provides five steps for building a customer-centric culture, beginning with developing a deep understanding of customers through journey mapping.
Creating customer centric culture for your organisationDr. Janne Ohtonen
This presentations shows you how you can create a customer centric culture into your organisation. All techniques presented here are proven to work in organisations all over the world. Do not hesitate to contact me for a discussion on how to implement it in your organisation.
Connect with me in LinkedIn: http://linkedin.com/in/janneohtonen
Most managers or upper level executives have little training in how to properly delegate responsibilities to others. Follow these 9 steps and change how your organization performs.
Learn more about our management coaching program. https://www.growthsourcecoaching.com/management-mastery.html
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
This document provides information about an upcoming conference on increasing customer satisfaction, including details about speakers, sessions, workshops, and registration. Some of the key points summarized are:
- The conference will provide strategies and lessons from industry leaders on driving revenue, achieving competitive advantages, and maintaining cost-effective customer experiences.
- Sessions and workshops will address topics like capturing customer insights, developing strategies for economic downturns, creating a unified culture for exceptional service, and leveraging tools and technology to enhance customer and agent satisfaction.
- Speakers include CEOs and executives from companies like GE, Disney, United Stationers Supply Co., and more who will share their experiences leading call centers and focusing on customer experience.
Professional Overview: Lynn Hunsaker - ClearActionClearAction
Pictorial resume / bio of Lynn Hunsaker, Customer Experience Transformation Strategist at ClearAction, CEO at Marketing Operations Partners, and co-founder of Marketing Future Forum.
See http://ClearActionCX.com
http://MOpartners.com
More Information:
https://flevy.com/browse/flevypro/customer-centric-culture-3831
The use of Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want to buy products and services when, where, and however they like. They expect companies to interact with them seamlessly, in an easy, integrated fashion with very little friction across channels.
As customer expectation continue to evolve – accelerated by the amplifying forces of interconnectivity and technology – markets are becoming increasingly fragmented with demand for greater product variety, more price points, and numerous purchasing and distribution channels.
Companies should be able to adapt to these increasingly disparate demands quickly and at scale. Staying close to the customer experience across an increasingly diverse customer base changing over time is no longer a matter of choice. It is a business imperative and a matter of corporate survival.
The Age of the Customer now calls for companies to be a customer-centric company. Successful ones have discovered that building a customer-centric company depends, first and foremost, on building a Customer-centric Culture.
This framework focuses on the building a Customer-centric Culture utilizing the Corporate Culture Framework. The Corporate Culture Framework is anchored on 4 Primary Cultural Attributes and 4 Secondary Cultural Attributes.
The 4 primary Cultural Attributes are critical in building a Customer-centric Culture.
1. Collective Focus
2. External Orientation
3. Change and Innovation
4. Shared Beliefs
Customer-centric organizations also project 4 secondary Cultural Attributes.
1. Risk and Governance
2. Courage
3. Commitment
4. Inclusion
Companies with a Customer-centric Culture can drive superior financial results and a rich source of competitive advantage.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com.
The document summarizes an upcoming conference called the Chief Customer Officer Exchange taking place May 7-9, 2017 in San Diego, CA. The conference will focus on continuous improvement across the customer journey and bridging organizational silos. It provides an agenda with sessions on topics like customer segmentation, designing a customer-centric culture, and driving customer engagement. It also lists speakers from companies like BBC Worldwide, McKesson, and Groupon. Attendees will be able to customize their experience with sessions, meetings with solution providers, and networking events.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
This document provides an agenda and materials for an McorpCX webinar on the impact of emotion on customer experience. The webinar will discuss how to measure and improve customer emotion, take an "emotional journey" through the customer experience, and make meaningful emotional connections with customers. It includes bios of the hosts, results of a pre-webinar survey on attendee interests, concepts about the power of emotion in experiences and decision making, frameworks for measuring emotion, examples of how clients measure emotion, and the value of mapping customer emotional journeys.
This webinar explores employee experience and the future of work, including how future-focused brands align brand and culture to better engage—and serve—their people
Business Development For Startups - Part 1 - Choosing and Managing Sales Chan...Stephen Davis
The document discusses choosing and managing sales channels for startups. It provides an overview of 9 steps to sales success, including getting into the mind of buyers, developing buyer profiles, and being where prospects are. It also covers developing channel strategies, types of sales channels, common mistakes, and considerations for choosing channels like costs, control, and margins.
Article from Business Management magazine: ClearAction and Seybold Group discuss the business case for a customer-centric organization. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
This document provides information about the 11th Annual Customer Experience Conference taking place March 25-27, 2015 in New York City. The conference will focus on using analytics and culture to deliver excellent customer experiences. It will feature keynote speeches and panels from top customer experience practitioners. Attendees will learn how to transform their companies and achieve customer experience excellence. The pre-conference on March 25th will focus on understanding factors that build customer loyalty. The conference is aimed at professionals responsible for customer experience, satisfaction, and related areas at their companies.
The document discusses key performance indicators (KPIs) for customer experience teams. It provides examples of different business goals like providing world-class customer experience, empowering users, and rapid service. For each goal, it outlines representative companies and recommends specific metrics to track, including both "north star" and secondary metrics. It cautions against an overemphasis on metrics and emphasizes the importance of leadership and team buy-in. The document also addresses frequently asked questions about implementing the strategies.
Tony Hsieh is the CEO of Zappos and established its core values which focus on delivering wow through service. Zappos provides the best customer service by offering 24/7 support with no scripted conversations, free shipping both ways, 365 day returns, and a warehouse near a UPS hub to ensure fast delivery. The company also encourages engagement on social media like Twitter. Zappos culture emphasizes nurturing the company values, with all new employees undergoing the same training regardless of role to understand the focus on best customer service, and are even offered $2000 to quit after training to only retain fully committed employees.
This document discusses the need for companies to develop customer-centric cultures in order to succeed in today's business environment where customers have more choices and control over their purchasing decisions. It outlines how customers are more empowered, demanding, diverse, and shop across multiple channels. The document then argues that building a customer-centric culture through shared values and empowering employees is important for delivering excellent customer experiences and driving financial performance. It concludes that understanding and assessing organizational culture is challenging for many companies but important to shape culture in a way that aligns with customer-centric strategies.
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
CXCUSTOMER EXPERIENCE
The document discusses customer experience (CX) and its importance for businesses. It defines CX as a customer's holistic perception of their experience with a business or brand resulting from every interaction. A good CX is achieved through listening to customers, using feedback, and reducing friction. Measuring CX through metrics like Net Promoter Score and Customer Satisfaction Score allows businesses to analyze the CX and improve areas that create negative experiences for customers. The document outlines the CX cycle customers go through and how implementing a CX strategy can positively impact each stage of a customer's journey.
Learn how your organization can deliver predictable and measurable customer experience (CX) and return on investment (ROI) outcomes at enterprise scale.
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
6 Suggestions to Tackle Customer Experience in Times of CrisisSogolytics
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly.”
- Eric Philip Cowell
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
This whitepaper discusses best practices for managing multi-site contact centers. It provides an example of an automotive manufacturer that partnered with HP to create a virtual contact center network across 25+ countries. Key recommendations include creating a strategic roadmap, formalizing processes, establishing shared services like workforce management, creating a program management office, implementing a performance management system, linking best practices, optimizing reporting, and continuously improving. The automotive case study showed improvements in customer satisfaction scores of nearly 50% and increases in top box satisfaction of 22% after implementing the new multi-site management model with HP.
Customer centricity: still in its infancy? presented by Ramon Pardo, Managing Director InSites Consulting NL for SAS. The purpose of this SAS research in collaboration with InSites Consulting was to validate a customer centric framework across industries and thus understand the progress organisations from different service industries have made in becoming more customer centric.
This document provides instructions for a good luck spell to attract what you want into your life. It recommends saying a chant asking for guidance and help bringing what is desired. Lighting candles while envisioning good luck coming your way and believing the universe will provide what is best. The spell is completed by burying a piece of paper with your wish written on it while saying a closing chant to seal your dream. It notes the spell will bring what is good for you, possibly in unexpected ways, so keep an open mind for opportunities.
More Information:
https://flevy.com/browse/flevypro/customer-centric-culture-3831
The use of Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want to buy products and services when, where, and however they like. They expect companies to interact with them seamlessly, in an easy, integrated fashion with very little friction across channels.
As customer expectation continue to evolve – accelerated by the amplifying forces of interconnectivity and technology – markets are becoming increasingly fragmented with demand for greater product variety, more price points, and numerous purchasing and distribution channels.
Companies should be able to adapt to these increasingly disparate demands quickly and at scale. Staying close to the customer experience across an increasingly diverse customer base changing over time is no longer a matter of choice. It is a business imperative and a matter of corporate survival.
The Age of the Customer now calls for companies to be a customer-centric company. Successful ones have discovered that building a customer-centric company depends, first and foremost, on building a Customer-centric Culture.
This framework focuses on the building a Customer-centric Culture utilizing the Corporate Culture Framework. The Corporate Culture Framework is anchored on 4 Primary Cultural Attributes and 4 Secondary Cultural Attributes.
The 4 primary Cultural Attributes are critical in building a Customer-centric Culture.
1. Collective Focus
2. External Orientation
3. Change and Innovation
4. Shared Beliefs
Customer-centric organizations also project 4 secondary Cultural Attributes.
1. Risk and Governance
2. Courage
3. Commitment
4. Inclusion
Companies with a Customer-centric Culture can drive superior financial results and a rich source of competitive advantage.
This deck also includes slide templates for you to use in your own business presentations.
Got a question about the product? Email us at flevypro@flevy.com.
The document summarizes an upcoming conference called the Chief Customer Officer Exchange taking place May 7-9, 2017 in San Diego, CA. The conference will focus on continuous improvement across the customer journey and bridging organizational silos. It provides an agenda with sessions on topics like customer segmentation, designing a customer-centric culture, and driving customer engagement. It also lists speakers from companies like BBC Worldwide, McKesson, and Groupon. Attendees will be able to customize their experience with sessions, meetings with solution providers, and networking events.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
This document provides an agenda and materials for an McorpCX webinar on the impact of emotion on customer experience. The webinar will discuss how to measure and improve customer emotion, take an "emotional journey" through the customer experience, and make meaningful emotional connections with customers. It includes bios of the hosts, results of a pre-webinar survey on attendee interests, concepts about the power of emotion in experiences and decision making, frameworks for measuring emotion, examples of how clients measure emotion, and the value of mapping customer emotional journeys.
This webinar explores employee experience and the future of work, including how future-focused brands align brand and culture to better engage—and serve—their people
Business Development For Startups - Part 1 - Choosing and Managing Sales Chan...Stephen Davis
The document discusses choosing and managing sales channels for startups. It provides an overview of 9 steps to sales success, including getting into the mind of buyers, developing buyer profiles, and being where prospects are. It also covers developing channel strategies, types of sales channels, common mistakes, and considerations for choosing channels like costs, control, and margins.
Article from Business Management magazine: ClearAction and Seybold Group discuss the business case for a customer-centric organization. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
This document provides information about the 11th Annual Customer Experience Conference taking place March 25-27, 2015 in New York City. The conference will focus on using analytics and culture to deliver excellent customer experiences. It will feature keynote speeches and panels from top customer experience practitioners. Attendees will learn how to transform their companies and achieve customer experience excellence. The pre-conference on March 25th will focus on understanding factors that build customer loyalty. The conference is aimed at professionals responsible for customer experience, satisfaction, and related areas at their companies.
The document discusses key performance indicators (KPIs) for customer experience teams. It provides examples of different business goals like providing world-class customer experience, empowering users, and rapid service. For each goal, it outlines representative companies and recommends specific metrics to track, including both "north star" and secondary metrics. It cautions against an overemphasis on metrics and emphasizes the importance of leadership and team buy-in. The document also addresses frequently asked questions about implementing the strategies.
Tony Hsieh is the CEO of Zappos and established its core values which focus on delivering wow through service. Zappos provides the best customer service by offering 24/7 support with no scripted conversations, free shipping both ways, 365 day returns, and a warehouse near a UPS hub to ensure fast delivery. The company also encourages engagement on social media like Twitter. Zappos culture emphasizes nurturing the company values, with all new employees undergoing the same training regardless of role to understand the focus on best customer service, and are even offered $2000 to quit after training to only retain fully committed employees.
This document discusses the need for companies to develop customer-centric cultures in order to succeed in today's business environment where customers have more choices and control over their purchasing decisions. It outlines how customers are more empowered, demanding, diverse, and shop across multiple channels. The document then argues that building a customer-centric culture through shared values and empowering employees is important for delivering excellent customer experiences and driving financial performance. It concludes that understanding and assessing organizational culture is challenging for many companies but important to shape culture in a way that aligns with customer-centric strategies.
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
CXCUSTOMER EXPERIENCE
The document discusses customer experience (CX) and its importance for businesses. It defines CX as a customer's holistic perception of their experience with a business or brand resulting from every interaction. A good CX is achieved through listening to customers, using feedback, and reducing friction. Measuring CX through metrics like Net Promoter Score and Customer Satisfaction Score allows businesses to analyze the CX and improve areas that create negative experiences for customers. The document outlines the CX cycle customers go through and how implementing a CX strategy can positively impact each stage of a customer's journey.
Learn how your organization can deliver predictable and measurable customer experience (CX) and return on investment (ROI) outcomes at enterprise scale.
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
6 Suggestions to Tackle Customer Experience in Times of CrisisSogolytics
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly.”
- Eric Philip Cowell
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
This whitepaper discusses best practices for managing multi-site contact centers. It provides an example of an automotive manufacturer that partnered with HP to create a virtual contact center network across 25+ countries. Key recommendations include creating a strategic roadmap, formalizing processes, establishing shared services like workforce management, creating a program management office, implementing a performance management system, linking best practices, optimizing reporting, and continuously improving. The automotive case study showed improvements in customer satisfaction scores of nearly 50% and increases in top box satisfaction of 22% after implementing the new multi-site management model with HP.
Customer centricity: still in its infancy? presented by Ramon Pardo, Managing Director InSites Consulting NL for SAS. The purpose of this SAS research in collaboration with InSites Consulting was to validate a customer centric framework across industries and thus understand the progress organisations from different service industries have made in becoming more customer centric.
This document provides instructions for a good luck spell to attract what you want into your life. It recommends saying a chant asking for guidance and help bringing what is desired. Lighting candles while envisioning good luck coming your way and believing the universe will provide what is best. The spell is completed by burying a piece of paper with your wish written on it while saying a closing chant to seal your dream. It notes the spell will bring what is good for you, possibly in unexpected ways, so keep an open mind for opportunities.
This document discusses two approaches to consulting - the traditional incremental approach and IGC's novel "OutThink and OutDo" system. The traditional approach delivers only incremental results through recommendations and reports. IGC's system builds high-performance transformation teams, develops a five-year game-changing roadmap, and executes the roadmap hands-on to deliver 2-10X results through breakthrough strategies, innovation, and organizational development. IGC focuses on results over billable hours and claims an ROI that is 10-100X higher than competitors.
The document discusses the range dynamics of the invasive zebra mussel in North America. It describes several hypotheses for the main drivers of zebra mussel range expansion, including recreational boating, environmental conditions, dispersal within connected water bodies, and the role of dams and impoundments. The document also examines debates around limitations to zebra mussel populations from factors like food availability and suitable substrate. Overall, it argues that the range dynamics of zebra mussels result from both human activities and environmental conditions, not just one or the other.
Development and application of core attributes, A first approximation nation...Richard Thackway
Revegetation, including restoration and rehabilitation, is a major public-private strategy to protect natural resources, repair stressed ecosystems and habitats and is essential for maintaining sustainable production and delivery of ecosystem services. Revegetation and rehabilitation activities are funded via public or private investment, or a combination of both, at national, state and regional levels. A capacity to routinely track changes and trends in revegetation type, extent and condition at a national level has lagged behind considerable investments over several decades in on-ground strategic revegetation activities and changes in land management practices. The extent of revegetation may be derived from multiple sources including: regional surveys, remote sensing, catchment-based data and site-based inventory. States and territories use a range of methods to record and report site and landscape scale revegetation extent. Despite the development and endorsement of national standards for the tracking changes in the type, extent and condition of revegetation, these standards have not been systematically or comprehensively adopted at regional, state and national levels. The national standard was used to report on the extent of national revegetation using the best available regional and national scale data and information; the Australian Bureau of Statistics (ABS) Agricultural Census and the National Carbon Accounting System (NCAS). This approach provides a first approximation of changes in the extent of revegetation or rehabilitated land in Australia. Systematic and comprehensive monitoring and reporting of revegetation extent at site and landscape scales are critical for consistently evaluating successes of revegetation outcomes. Improved accuracy of reports would be achieved by using the national standard.
Knowledge, Attitude and Practice of Migrant Workers’ Wives on HIVAIDS in Bang...Md. Tarek Hossain
In Bangladesh, the targets under MDG-6 are to halt the spread of HIV/AIDS, malaria and other diseases by 2015 and reverse the spread of the diseases. The increasing trend of HIV/AIDS positively indicates that country is on the brink of a nationwide crisis. Mobility is a key structural factor that has been linked to increased HIV incidence and vulnerability globally. Bangladeshi migrant workers suffer problems found among other internal and international migrant groups including socioeconomic and power inequalities, limited social capital, loneliness, and coping with different cultural norms relating to sex. HIV transmission from international migrant workers who have returned and are HIV positive has been mostly restricted to their spouses, although the degree of spousal transmission and couples in which one person is HIV positive and putting the other at high risk has not been evaluated methodically in Bangladesh. Given the large numbers of people on the move, ensuring the rights and access to HIV prevention, treatment and care and support services for the wives of these migrant workers is a crucial component of an effective regional response to HIV. Therefore, it is important to analyze the knowledge, attitude and practice level of these groups of women. Therefore, the present study aims to analyze the knowledge, attitude and practice of wives of the emigrant workers of Bangladesh and factors that may influence their health decisions. Seven
(7) districts from seven (7) administrative divisions of the country were selected purposively as the study area. The study areas include Tangail (Dhaka division), Comilla (Chittagong division), Moulovibazar (Sylhet division), Meherpur (Khulna division), Dinajpur (Rangpur division), Barisal (Barisal division) and Serajganj (Rajshahi division). Women at their reproductive age from selected households of these seven districts, whose heads are/used to be a migrant worker, was the study subject. Respondents also include health service professionals from the study areas. The general knowledge/ perception, attitudes, and practices were assessed through qualitative study method while a quantitative socio economic survey was also done to attain information related to respondents’ age, education, income and expenditure. The tools include in-depth interview (II), focus group discussion (FGD) and key informant interview (KII). In total,
70 KIIs and 7 FGDs with 63 women participants were done while a short survey of the socioeconomic status of all 133 women was conducted through structured questionnaire.
Understanding Client Preferences to Guide the Prioritization of Interventions...Md. Tarek Hossain
To summarize, the main findings were:
1. The availability of brand drugs is an important factor in determining which facilities are utilized in this population – more so than any other attribute explored in the study for child health services.
2. Provider attitude is also a key determinant of health facility choice and facilities would benefit from further exploration to define specifically how they can improve this client population's perception of their providers’ attitude.
3. This population, though generally poor, does not have a strong preference for free services (over moderately priced services).
4. Although this population expressed (as expected) strong preferences for a continuum of care that includes effective referral services, higher preference scores for provider attitudes and the availability of brand drugs were observed, suggesting that these should be considered for prioritization.
Este documento presenta un proyecto para incorporar las TIC en la clase de Educación Física mediante el uso de una red social (Facebook). El proyecto invita a los estudiantes a unirse a un grupo de Facebook para trabajar contenidos como las capacidades motoras utilizando aplicaciones como Slideshare. El proyecto también busca enseñar a los estudiantes sobre privacidad y seguridad en las redes sociales.
Edición impresa del 10 de octubre del 2013Rosario Romani
El Yacimiento Arqueológico de Wari corre peligro debido a la falta de vigilantes. El sitio arqueológico carece de presupuesto en la Dirección Regional de Cultura de Ayacucho para contratar personal de seguridad. Por otro lado, se presentará un libro sobre interculturalidad jurídica y antropología cultural forense. Finalmente, se informa sobre diversos eventos culturales y deportivos programados en la región de Ayacucho.
La red point-to-point conecta máquinas individuales y requiere en ocasiones máquinas intermedias para establecer rutas, mientras que la red broadcast transmite datos por un solo canal compartido por todas las máquinas, donde el paquete es recibido por todas pero solo la destinataria lo procesa, y los equipos unidos por un concentrador forman este tipo de red.
El documento habla sobre la etiqueta en Internet. Define etiqueta como las reglas que regulan el comportamiento de los usuarios en foros, listas de correo y correo electrónico. Explica que originalmente las redes estaban limitadas a centros de investigación, pero con el tiempo surgieron problemas por usuarios que enviaban mensajes ofensivos o sin sentido. La etiqueta ha evolucionado con normas específicas para cada comunidad en línea.
El documento describe al flamenco austral, un ave en peligro de extinción con patas y cuello largos y pico curvado. Es un visitante invernal de la Península Valdés en Argentina y se encuentra en grandes bandadas en lugares como el Lago Nakuru en África. Su declive se debe a la recolección de huevos, actividades mineras, bajos niveles de agua y perturbación humana. Se proponen medidas de conservación como la recolección sustentable de huevos y la caza regulada.
La Unión Europea ha anunciado nuevas sanciones contra Rusia por su invasión de Ucrania. Las sanciones incluyen prohibiciones de viaje y congelamiento de activos para más funcionarios rusos, así como restricciones a las importaciones de productos rusos de acero y tecnología. Los líderes de la UE esperan que estas medidas adicionales aumenten la presión económica sobre Rusia y la disuadan de continuar su guerra contra Ucrania.
El documento habla sobre la profesión del reportero gráfico y las dificultades que enfrenta para captar escenas de interés público de forma oportuna. Explica que los reporteros gráficos se juegan la vida cada día para proporcionar una memoria ilustrada de la historia actual. También destaca la labor de reconocidos reporteros gráficos venezolanos como Héctor Rondón, ganador del Premio Pulitzer.
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
In this case study, we explore the successful implementation of a customer engagement program by Cloud Inc., a global technology company. The program focuses on building strong relationships with global customers in India, driving collaboration, and delivering tailored solutions to meet their unique needs. Through strategic investments, cross-functional collaboration, and customer-centric approaches, Cloud Inc. achieves significant business growth and customer satisfaction.
Netforte is a consulting firm that provides business, operational, and IT services to help clients work more efficiently and solve problems. It aims to deliver exceptional customer service above its competitors. The presentation discusses Netforte's vision, history of growth since 2006, strategy of focusing on customer outcomes, services in business consulting, IT, and training, social agenda, and future plans to expand offerings and thought leadership. It promotes Netforte's ability to help clients achieve service excellence and solve challenges of customer satisfaction, employee engagement, and consistent results delivery.
Successful Customer Communications Strategies in 8 StepsVivastream
This document outlines successful customer communication strategies in 8 steps and provides 2 case studies. It introduces the panelists discussing the topic. The key points are:
1. It is important to have a customer retention strategy in addition to an acquisition strategy since it costs more to acquire new customers than retain existing ones.
2. The 8 steps to developing a customer communications strategy are: know objectives and metrics, conduct a communications audit, listen to customers, determine customer segmentation, plot the customer lifecycle, define messaging, set an implementation roadmap, and launch the strategy.
3. Case studies from DIRECTV and Clearwire demonstrate applying the strategies. A discussion and Q&A with the panelists follows.
This document is a resume and cover letter for Craig A. Dillworth. It summarizes his career experience and leadership skills. As a business development executive, he has experience growing companies globally and taking them to the next level profitably. He played a key role in growing a nitrogen gas generator business from $2.85M to $15M over 17 years. His international experience has provided insights into cultural differences and the risks of international business. He aims to empower employees to perform beyond their expectations through training, skills development, and compensation increases.
This document advertises a two-day workshop on customer experience management. The workshop will provide practical strategies and insights for optimizing the customer experience, developing social media strategies, understanding implications of consumer protection laws, and cultivating a customer-centric culture. Attendees will learn how to improve customer satisfaction, engage customers across all touchpoints, and utilize social media to build brand loyalty. The workshop is aimed at customer-facing professionals and will be facilitated by experts in strategy, governance, and digital marketing.
The document provides an overview of a webinar on user feedback and customer centricity. It discusses how companies can lose focus on customers as they grow, and the importance of understanding different customer groups and their needs. It then describes how to identify "good" versus "bad" customers, and provides tips on gathering qualitative customer feedback through methods like interviewing users. Finally, it discusses how insights can be applied across the product lifecycle from innovation to optimization, and provides a 5-step process for conducting customer empathy research.
CEW 2018 Cape Town is the premier customer experience event available for Customer Experience professionals from around the globe. It draws together the best speakers, the top thought leaders and the key industry experts worldwide to bring you up to speed on Customer Success Programs, and the role customer success will play in it.
Join the CEW2018 Premier Customer Success Event with Master Class 31 July & 1 Aug, Embassy Hill, Cape Town
Customer success means business success
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like reducing churn, improving marketing and content strategies, leveraging data analytics, enhancing user experience, and setting the right cultural priorities. The overall message is that taking an alternative leadership approach focused on customers rather than just profits can lead to increased revenue, profitability, and competitive advantage.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Best Practices in Business Innovation: Business Models Changing the Landscape...Aggregage
Companies these days cannot afford to stand still!
Cheryl Perkins, Founder and President of Innovationedge and a visionary business leader, will share best practices of companies who are defining and implementing new business models. These models are used to create new pathways to value and deliver growth in today’s business climate. She will lead you on a journey through business model basics and describe how companies are taking innovation strategy to the next level, while tackling the current challenges of talent management and innovation fatigue.
If your company needs to submit a Website Launch Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/37hqBPB
SEAL offers in-depth expertise and a full spectrum of capabilities to help IT leaders tackle their toughest challenges - from strategies to ensure that their IT delivers real value, to new approaches for achieving meaningful IT transformation, while reducing total cost of ownership.
It’s one thing to sell to customers—it’s another to negotiate with business partners, corporate lawyers and investors. In this Entrepreneurship 101 lecture, we discuss the art of the sale in depth and give tips and tricks on how you can succeed when negotiating with various stakeholders.
Key topics covered: Partnerships, corporate agreements and negotiating.
Customer experience is a major differentiator today, however, offering outstanding experiences is complex. This presentation presents a systematic and effective approach to designing and implementing change in any organisation.
Roost Consulting provides business change and transformation services for marketing, sales, and service teams. They help businesses become more customer-centric by creating and developing multi-skilled teams, providing technical capabilities to deliver business plans, and developing business models like freemium and subscription. Their services include demand generation, customer experience improvement, business change management, and customer engagement.
Bluepeaks is a training and consultancy firm that offers professional services throughout the nation. It focuses on satisfying clients by providing specialized managerial, technical, and IT training and solutions. Bluepeaks aims to shape industries' futures by delivering high-quality training and consultancy that improves business outcomes, increases productivity, and boosts competitive markets. It works to transform individuals and maximize companies' potential through the expertise of executive experts and finest IT services.
1. www.customerexperiencecanada.com
Hear from these Leaders:
Peter Aceto,
President and CEO,
ING DIRECT Canada
Stephen Platt,
Director - Guest Experience,
WestJet
Alonda Williams,
Senior Director of Marketing,
US Enterprise and Industry Group,
Microsoft
Giovanni Tavani,
Senior Manager of Social Media,
Dell
Jim Nicholson,
Director of Customer Care,
BC Hydro
Source solutions from 11 NATIONAL and
INTERNATIONAL leaders:
1. ING DIRECT Canada
2. WestJet
3. Microsoft
4. Dell
5. Intuit
6. BC Hydro
Source 10 solutions to deliver customer
experience excellence:
1. Achieve strategic alignment across corporate silos
2. Deliver consistent omni-channel customer connections
3. Manage social conversations effectively
4. Incorporate customer needs into your product development
5. Improve operational efficiencies while meeting customer expectations
6. Translate the voices of customers into actionable strategies
7. Align employee incentives with customer experience objectives
8. Integrate mobile into your overall CE strategy
9. Determine your success indicators and measure accordingly
10. Explore new opportunities in the future of customer experience
7. De Beers
8. Mobilicity
9. Oxford Properties
10. AIMIA
11. Temkin Group
Achieve Strategic Alignment | Manage Social Conversations | Execute on Customer Insights
Seamless Omni-Channel Experiences | Back Office Integration | Customer-Driven Product Innovation
Tuesday, November 13th and Wednesday, November 14th, 2012 | Shangri-La Hotel Toronto
Customer
Experience
Strategies Summit
Canada’s Top
Customer
Experience
Event!!
Platinum Sponsor: Gold Sponsors:
Partners:Bronze Sponsors: Supporting Sponsors:
2. Source 10 solutions to deliver customer
experience excellence:
1. Achieve strategic alignment across corporate silos
2. Deliver consistent omni-channel customer connections
3. Manage social conversations effectively
4. Incorporate customer needs into your product development
5. Improve operational efficiencies while meeting customer
expectations
6. Translate the voices of customers into actionable strategies
7. Align employee incentives with customer experience objectives
8. Integrate mobile into your overall CE strategy
9. Determine your success indicators and measure accordingly
10. Explore new opportunities in the future of customer experience
Our conference differentiators:
1. CEO presentation
2. Nine exclusive case studies and insights
3. Industry-vetted, highly requested speakers
4. History of distinguished delegates
5. Limited number of participants to facilitate quality face-to-face
interaction
Take this opportunity to see how your peers are doing; share your
experiences and exchange ideas and strategies! If you want to meet
with your peers in the field and form valuable alliances, this is your
best opportunity this year.
Fully integrate
your customer experience strategies
across the organization. Align your
organization to deliver customer
experience excellence.
Now that you have created your customer
experience vision, you need to put your strategies to
work. Overcome roadblocks in aligning operational
processes and employee incentives to enable a
seamless experience. Plus, meet the customer’s
needs from the get-go by incorporating product
design and development into the mix.
Customers now drive your business decisions. They
are taking the reins on what they expect from their
experiences with you at anytime, anywhere. Ensure
your organization is strategically aligned to deliver on
your customers’ needs.
Through dedicated case studies and interactive
sessions, you will come away with actionable
insights on how to improve your customers’
experiences continuously. Benefit from the diverse
approaches brought to you by world- renowned
speakers from across North America and beyond!
Whether you are a multi-national corporation or a
small-medium enterprise, B2C or B2B, there is an
urgent need to put the customer first to remain
competitive in the constantly evolving market
landscape.
Your next step: This conference!
Register Today – Space Is Limited and Sure To Sell Out
Don’t miss your chance to participate in these critical discussions and to network with the leaders in this rapidly growing
field. Register for our limited spaces by calling 1-866-298-9343 or emailing registrations@strategyinstitute.com today.
Source solutions from 11 NATIONAL and
INTERNATIONAL leaders:
1. ING DIRECT Canada
2. WestJet
3. Microsoft
4. Dell
5. Intuit
6. BC Hydro
Emulate their success. Establish your organization as the next leader in
customer experience! Register now, as this event is sure to sell out!
7. De Beers
8. Mobilicity
9. Oxford Properties
10. AIMIA
11. Temkin Group
Source practical strategies from
the most celebrated visionaries
in customer experience across
multiple industries.
3. HEAR from leading blue-chip
companies from across North America.
Attend this high-level summit specifically designed for the following:
Financial Services, Retail, Telecom,
Hospitality, Transport, Utilities,
Technology, Automotive, Pharmaceuticals,
and Healthcare
CEO | CMO | Chief Customer Officer | VP/ Director of Customer
Experience/ Strategy/ Loyalty/ Engagement/ Insight | Head of
Marketing/ Brand/ Operations | Customer Care/ Service
• Strengthen your marketing promise and brand experience
• Engage your employees and build a customer-centric culture
• Devise a strong framework for your customer experience
model
• Master engagement strategies in social media
Municipal, Provincial, and Federal
Government Departments; Universities,
Utilities, Crown Corporations
President | EVP | Director/ Head of Customer Experience/
Marketing/ Operations/ Public Relations
• Create quality citizen experiences across multiple channels
• Sharpen your engagement skills with strong proactive
strategies
• Implement best practices at your contact centre
• Build upon innovative trends in the future of citizen experience
• Unravel the secrets of driving citizen-centricity into your culture
CEM/ EFM/ VOC/ CRM/ Measurement/
Management/ Strategy Consultants,
Software Providers, Marketing and
Interactive Agencies, and Industry
Stakeholders
Director/ VP of Sales/ Marketing/ Business Development |
Consultant
• Network with top industry professionals
• Connect with key decision makers and million-dollar budgets
• Be shortlisted on RFPs
• Identify opportunities and trends in Canada
• Drive innovation and progress
Customized Sponsorship and
Exhibitor Packages
Utilize exhibit booths and the speaker podium
to showcase your firm’s solutions to an aware
and receptive audience. Select sponsorship
packages are still available. To learn more,
contact Scott Carter at 1-866-298-9343 x 229,
or email carter@strategyinstitute.com.
www.customerexperiencecanada.com
Don’t take our word for it,
This is what your peers had to say
about past-related events:
“My biggest challenge has been articulating my
vision and goals to our executive team to obtain
their buy-in on my plan and I’ve gathered today
some great information and data that I cannot wait
to bring back.”
Julie Daigle, Manager of Customer Experience
Programs, Nissan/ Infiniti Canada
“Contextual insights and experiences.”
Gustavo Mothe, Head of Customer Strategy &
Innovation, Sanofi Canada
“Lots of great context for Customer Experience
practitioners.”
Mary Kirby-Gall, Director of Customer Experience,
Canada Post
“Passion, good insights, practical data.”
Josee Bourdages, Interim VP of Customer Relations,
Fido Solutions
Send THREE delegates and the
4th delegate attends for free!
(See Back Page for details on Group Discount)
Attend for
FREE!
4. 1-866-298-9343 | registrations@strategyinstitute.com
7:15 AM Registration and Continental Breakfast
8:15 AM Opening Comments From the Co-Chair
David Jensen,
Partner Markets and Customer Practice,
Monitor Group
Alex Kinnebrew,
Senior Innovations Strategist,
Doblin (a member of Monitor Group)
8:30 AM Opening CEO Keynote: ING DIRECT Canada
Rethink Your Customer Experience: To be Truly
Customer Centric Requires a Culture Shift in
Your Organization
Great customer service doesn’t just come from projects and
initiatives, it comes from a true customer-focused culture.
Hear from a CEO on how to drive customer experience
transformation from within and the results achieved.
• Understand why organizational culture is the only way to
truly be a leader in customer experience
• Find out how technology, social media, simplicity, and
transparency contribute to customer experience excellence
• Gain insight into the fundamentals of creating a customer
focused culture
Learn how technology, social media, and transparency are now
key elements to winning customer experience.
Peter Aceto,
President and CEO,
ING DIRECT Canada
9:15 AM Strategic Alignment
Creating Alignment Across Your Organization to
Achieve Customer Experience Excellence
Organizational alignment facilitates improved collaboration for
the common goal of customer focus. In this session, gain a
cross-disciplinary perspective on how to:
• Coordinate customer-facing functions with “behind the
scenes” departments, including operations, IT, HR, finance,
and legal
• Incorporate customer focus into your corporate strategy
development
• Align policies, processes, metrics, and incentives for every
department
Put your company on the path to customer experience success
through strategic alignment across corporate silos.
Stephen Platt,
Director - Guest Experience,
WestJet
10:00 AM Mid-Morning Networking Break
Interact with conference speakers and fellow attendees.
10:30 AM Interactive Delegate Workshop
Putting Your Customer Experience Strategies
Into Practice – A Framework for Activating Your
Customer, Culture, and Brand Experience
This interactive session will provide delegates with an
approach for moving their customer experience efforts beyond
strategy and towards implementation and enabling your
organization to become who you say you want it to be. Using
discussion, facilitated activities, and a structured framework,
this session will also provide the context to connect other
topics being covered throughout the conference.
Specifically, this session will cover:
• Designing the ideal experience – adapting your processes
and policies to align with your ideal customer experience
• Activating your culture – how purpose is integral to driving
your employee and customer experience
• The employee journey – leveraging employee experience to
create advocacy from inside your organization
Come prepared for an engaging conversation so you can leave
the conference with key actions to implement your customer
experience strategies.
Moderator:
Michael Mattalo,
Managing Director,
FifthP
11:15 AM Social Media
Inside Intuit: Effectively Managing Social
Conversations to Strengthen Customer
Connections
Social media will likely remain a venue for conversations
and a prominent component of the customer engagement
ecosystem. This session will explore how to improve your
customers’ social experiences continuously.
• Building a strong customer community – quality or quantity?
• Aligning employee engagement with customer engagement
– how to utilize social media internally
• Mitigating potential risks in social media
Take away key strategies to enhance your social customers’
experiences.
Adrian Parker,
Head of Social, Mobile, and Emerging Media,
Intuit
ONE Tuesday | Nov. 13th, 2012
DAY
5. www.customerexperiencecanada.com
12:00 PM Networking Luncheon
Join the conference speakers and your peers for a relaxing
luncheon.
1:15 PM Metrics
New Metric, New Program: What Could Possibly
Go Wrong?
Keeping measurements consistent and integrated across
business units is crucial, especially when conducting new
customer research for a previously unexplored segment. How
can you prepare your organization for adapting new metrics
while ensuring its integration and deployment? This session will
examine:
• Challenges in launching enterprise-wide research programs
for under-explored customer segments
• Key techniques and processes for customer experience
measurement integration and deployment
• Moving beyond the baseline year of measurement and
communication of results
Take away practical lessons on preparing your organization for
new research programs and new metrics.
Tim McCutcheon,
SVP, Research & Operations,
Market Probe Canada
Wendy McIntyre,
Director, Market Insights,
Sun Life Financial
2:00 PM Cross-Channel Experience
How to Deliver a Consistent and Seamless Omni-
Channel Experience
Ensuring consistency across touch-points is one of the most
difficult parts of customer experiences. Take away these
strategies on creating a seamless connection with your
customers.
• Align brand message with channel strategies
• Acquire, grow, and retain omni-channel loyalty
• Engage at all stages and channels throughout the customer
lifecycle
Come away with actionable insights on how to ensure
consistency across all channels of experience.
Alonda Williams,
Senior Director of Marketing, US Enterprise and Industry Group,
Microsoft
2:45 PM Mid-Afternoon Networking Break
Interact with conference speakers and fellow attendees.
3:15 PM Digital Strategy
Good Digital Strategy Needs Real Users: Ensuring
Your Digital Strategy Aligns With Real World
Needs
Knowing where your organization will exceed customer
expectations means knowing where your digital strategy
is taking you. In this session you will gain insights on
understanding user needs and translating that into a cross-
channel digital strategy.
• Gain real customer insights through a strategic approach to
user research
• Ensure you are using the right research techniques to deliver
on your needs
• Align your company’s goals and user’s goals through cross-
channel touchpoints
• Define your approach to digital proactively, ensuring tactical
relevancy
Learn how can you define and own your digital strategy, before
someone does it for you.
Anthony Hempell,
Director, User Experience,
UX Guys
Tara Franz
Director, User Research,
UX Guys
4:00 PM Case Study: BC Hydro
Moving a Generation: Integrating Customer
Expectations into Your Operational Processes
BC Hydro has kept up with changing customer expectations
through their “Next Generation Move In” and “Move-In
Move-Out” initiatives. Through these processes, they are also
able to meet their goal of continuously improving operational
efficiencies. In this session, BC Hydro will share what they
have learned in moving the customer experience from phone
calls to online.
• Increasing operational efficiencies through migrating
customers online
• Overcoming challenges in service modification from calls to
online experiences
• Meeting the demands of the new generation
Emulate BC Hydro’s success in changing their operational
processes to meet the next generation’s expectations.
Jim Nicholson,
Director of Customer Care,
BC Hydro
6. 1-866-298-9343 | registrations@strategyinstitute.com
8:45 AM Opening Keynote: Temkin Group
Overview: Current State of Customer Experience
and Future Outlook
While customer experience has gained more recognition in
recent years, it is still evolving and can be difficult to master.
Benchmark against the current state of customer experience
and anticipate future developments in this area. This session
will cover:
• The state of customer experience in Canada compared to the US
• The top three challenges in customer experience programs
• New opportunities for both B2B and B2C organizations
• Where customer experience will be in the next three to five
years
Arm yourself with critical market information to guide your
strategy and planning.
Bruce Temkin,
Customer Experience Transformist & Managing Partner, Temkin Group;
Chair, Customer Experience Professionals Association
9:45 AM Case Study: De Beers
Delivering Superior Experiences Through
Customer-Driven Product Innovation
Experience design plays a crucial role in aligning customer-
centricity between departments at different stages of the
customer journey. This session will provide a framework on
how to facilitate your experience design, development, and
innovation.
• Devise a customer-centered design framework for your
experiences
• Leverage customer data to guide product and service
improvements
• Align customers’ current and future needs with product and
service development and innovation
Incorporate customer-centricity into your design and
development processes.
James Ross,
Head of Corporate IT & Facilities (Canada),
De Beers
7:30 AM Registration and Continental Breakfast
8:30 AM Opening Comments From the Co-Chair
David Jensen,
Partner Markets and Customer Practice,
Monitor Group
Alex Kinnebrew,
Senior Innovations Strategist,
Doblin (a member of Monitor Group)
4:45 PM
Future Feedback: Creating the Winners of the
Experience Economy
The needs and expectations of your employees and the
experience they have with your organization will provide and
deliver your customers experience. Learn how to get the
insights you need to consistently provide the best experience
internally and ultimately beyond that to help your customers
experience be the very best it can. In this session you will
learn how to:
• Capture the experience you provide across the lifecycle of
your employees
• Meet and exceed your employees expectations through
dialogue and action
• Use this environment as the platform to create superior
consistent customer experiences
• Make the move from loyalty and advocacy to customer
evangelism
Create the best experience internally to deliver superior
experiences to your customers.
John McTrusty,
President,
QuestBack Canada Inc.
5:15 PM Cocktail Reception
Unwind and mingle with the delegates and speakers at our
exclusive end-of-the-day reception. Bring your business cards!
Hosted by:
ONE continued...
DAY
TWO Wednesday | Nov. 14th, 2012
DAY
7. www.customerexperiencecanada.com
10:30 AM Mid-Morning Networking Break
Interact with conference speakers and fellow attendees.
11:00 AM Case Study: Mobilicity
Drive Organizational Transformation Through
Continuous Support of a Customer-Centric
Culture
Embedding a strong customer-centric culture within the
organization is not easy nor can it happen overnight. Hear how
you can strengthen your efforts to sustain customer-centricity
in your organization:
• Build customer experience philosophy into the organizational
fabric
• Ensure consistency between individual interactions and
overall experience with your organization
Embed a customer-centric culture to drive cross-functional
buy-in.
Anthony Booth,
Chief Customer Officer,
Mobilicity
11:45 AM Online Experiences
Bridging Your Online and Offline Customer
Experiences to Maintain Consistency and
Excellence
As customers become more reliant on the information and
experiences they receive online, it is paramount to ensure
your online experiences are fully aligned with your customer
experience program. Take away key insights on:
• Understanding your online customers
• Integrating your mobile and web experiences with phone
and in-person experiences
• Ensuring consistency across multiple online channels
Deliver consistent customer experiences across all your online
and offline touch-points to increase acquisition and retention.
Giovanni Tavani,
Social Media Outreach Senior Manager,
Dell
12:30 PM Networking Luncheon
Join the conference speakers and your peers for a relaxing
luncheon.
1:45 PM Digital Customer Experience
Connecting Consumers with Brand eCommerce
The digital space is fast becoming the predominant, if not the
first and only, area of interaction with customers. The growth
of eCommerce has undoubtedly changed the expectations
and priorities of customers. In this session, you will take away
strategies on how to blend brand development with digital
channels to create the ultimate customer experience.
• Ensure consistent brand promise across digital channels
• Combine technology with branding and eCommerce strategy
• Re-engineer your digital platform to ensure functionality
• Re-evaluate your customers’ behaviours and expectations
Make the most of your brand in the digital world and continue
to build and sustain long-term customer relationships.
Andy Peebler,
Executive Vice President,
Acquity Group
Speaker TBD,
Adobe
2:30 PM Customer Experience Management
5 Strategies for Driving CX Effectiveness Using a
Closed Loop® Process
While CEM tools can be invaluable in achieving customer
experience goals, there can be a level of frustration in “How
do I make real progress?” Integrating case studies from one of
Canada’s largest credit unions to an Entertainment leader, this
session will illustrate how CEM and a Closed Loop methodology
can be used as core business processes in achieving your client
or customer experience objectives. Topics to be discussed
include:
• Setting up your CEM systems to drive more insight
• Exploring 5 concepts to realize higher ROI
• Aligning internal systems and processes to meet the
experience you aim to deliver
Set up the right measurement and business processes to get
insights that drive action.
Rick Otero,
Principal, Customer Experience,
Corsential
ABOUT STRATEGY INSTITUTE
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ABOUTTHIS CONFERENCE
Customer Experience Strategies Summit is a one-of-a-kind
event held in Canada, bringing together customer experience
executives from multiple industries and departments across
North America to share strategies on delivering a superior
experience.
This prestigious summit provides an exceptional learning
opportunity for customer experience executives to build
knowledge, enhance decision-making and refine their
business judgment. In an exclusive setting, senior executives
connect with their peers in a rare opportunity to exchange
ideas, best practices and insights.
8. Brand New Shangri-La Hotel, Toronto is a 65-storey tower
that borders the entertainment and financial districts. The
Shangri-La offers the convenience and vibrancy of urban
living alongside their legendary 5-star service. The two-
storey glass atrium and podium will be a focal point on
University Avenue across the street from the new Opera
House.
Experience one of Toronto’s most luxurious
hotels while taking advantage of this special rate
of $315 per night. Call 1-888-980-8850 or email
slto.reservations@shangri-la.com and mention
Customer Experience Summit. You must book
by October 31st, 2012 or rates will double.
188 University Avenue, Toronto, ON, M5H 0A3, Canada
1-888-980-850 | slto.reservations@shangri-la.com
Staying at the hotel has
advantages for you!
1. The entire conference will take place inside the BRAND
NEW Shangri-La Hotel. You will be an elevator away from
all the sessions and networking action!
2. Specially arranged evening “networking session” to
facilitate peer-to-peer interaction will be taking place at
the hotel
3. Enjoy first-class dining at one of the most prestigious
restaurants in North America
4. Don't miss your chance to experience first class luxury at
a fraction of the cost
5. The hotel is just minutes away from Downtown Toronto’s
business & entertainment districts
6. Bring your spouse and enjoy a mini vacation in luxury
3:15 PM Mid-Afternoon Networking Break
Interact with conference speakers and fellow attendees.
3:45 PM Case Study: AIMIA
Engaging Your Employees to Drive the Success of
Your Customer Experience Strategy
Every employee is a touch-point and every interaction they
make will be a reflection of your organization’s customer
experience as a whole. Employee engagement must be
aligned for a good customer experience to be provided
externally. This session will explore strategies on how to:
• Motivate and involve employees throughout your customer
experience program development
• Align incentives and compensation with your customer
experience objectives
Deliver superior external experiences through empowered
employees from within.
Pier Ragone,
Senior Director, Contact Centre Operations & Training,
AIMIA
4:30 PM Case Study: Oxford Properties
How to Embed a Culture of Customer Experience
in Your Organization
Creating a culture for customer experience requires a
consistent and creative strategy. Take away ideas on how
to immerse your organization from leadership to front-line
employees in a customer-centric culture.
• Adopt top strategies to change employee behaviours
• Align your company’s core values with customer experience
• Define the role of senior leadership and how to engage top
level management in this mission
• Set the action plan to incorporate customer experience into
your mandate
Drive customer focus internally through a well-defined
customer experience vision.
Claire McIntyre,
Director of Marketing and Communications,
Oxford Properties
5:15 PM Conference Adjourns
TWO continued...
DAY
1-866-298-9343 | registrations@strategyinstitute.com
9. ATTENTION MAILROOM: If undeliverable to addressee, please forward to:
Chief Customer Officer,VP/ Director of Customer
Experience,VP/Director of Marketing
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Disclaimer: Strategy Institute reserves the right to change or adjust the agenda without notice.
1
Conference Pricing
SAVE $200
Register by September 28th
Regular Investment
Conference ❏ $1,695 ❏ $1,895
HOW TO REGISTER:
Phone: 1-866-298-9343
E-Mail: registrations@strategyinstitute.com
Online: www.customerexperiencecanada.com
Mail: Strategy Institute
401 Richmond St. West. Suite 401
Toronto, Ontario M5V 3A8
Registration Fee:
The registration fee includes luncheon, receptions, refreshments,
networking breaks, continental breakfast, and original course materials.
Payment is required in advance and can be made by company cheque,
VISA, MasterCard, or American Express. Please make cheques payable
to the Strategy Institute Inc. and write the registrant’s name on the face
of the cheque.
Early Bird Special:
Expires on September 28th, 2012. Cannot be used with group discount.
Group Discount:
A Group Discount is offered for this conference (not in combination with
any other offer). To be eligible for the Group Discount, delegates MUST
register at the same time. The total discount per delegate (including
applicable group discounts, etc.) MUST not exceed 25% of the regular
conference cost.
Cancellations:
Cancellations must be received in writing by October 30th, 2012.
Cancellations received by this date will be eligible for a prompt refund
less a $495.00 (plus HST) administration fee. If you register for the
program and do not attend, you are liable for the full registration fee
unless you cancel according to the terms stated above. If you are unable
to attend, delegate substitution is permitted up to, and including, the day
of the conference.
CONFERENCE CODE: 112027
Admission Policy: Strategy Institute reserves the right to restrict entry to the conference to any individual. Any such person requested to leave the conference site shall do so immediately upon request, whether previously issued a badge permitting entry. There is no refund payable with respect to anyone refused entry.
Any information obtained at the conference cannot be relied upon for any particular set of circumstances, cannot be taken as professional advice or opinion. Attendees must consult with the appropriate professional before acting in response to information obtained at the conference. Evening Social Activities: Please drink
responsibly. Strategy Institute shall not be liable for any consequential damages and/or personal injuries caused by excessive or irresponsible alcohol consumption.
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Customer Experience
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Achieve Strategic Alignment | Manage Social Conversations | Execute on Customer Insights
Seamless Omni-Channel Experiences | Back Office Integration | Customer-Driven Product Innovation
Tuesday, November 13th and Wednesday, November 14th, 2012 | Shangri-La Hotel Toronto
Canada’s Top
Customer
Experience
Event!!