Chief Experience Officer
What’s going on in the CX world as a whole? In this introductory session you’ll hear trends and updates on what retailers, financial institutions and hospitality companies are doing out of the box in their quest to deliver memorable experiences to their customers.
· How do we start thinking “out of the box” with our CX?
· Find out what makes top scoring industries perform as well as they do
· What can you actually do now to differentiate in a highly commoditised market?
· What can we learn from other industries that we can do differently?
The more broadly you define the customer experience, the more opportunities you can identify for improvement. One way to develop more empathy with—and gain new insights about—your customers is to look beyond the narrow definition of your offering and consider the customer’s total experience. In something as simple as each customer interaction, there is a dozen of steps. A journey map helps you think systematically through the steps your customers—internal or external—have when they interact with your product or service.
Customer journey maps are nothing new in the telecoms industry; however, remain an essential step in understanding your customers’ motivations, expectations and next moves.
In this exercise, you will discuss what CJM means for each of you, how you organize your CJM process and research, what common mistakes you’ve made in the past that cost you plenty of time, money and customer satisfaction. Build your own map for an allocated part of the customer journey, show the map to the rest of the group and ask them what you’ve overlooked or gotten out of sequence. By the end of the session, you will build an ultimate CJM plan and gather skills that will help you ensure you make the most out of your maps as they are the greatest source of innovation opportunities.
16:15 PANEL DISCUSSION: BRINGING THE 3 Ps TOGETHER – HOW DO WE ENSURE ALIGNMENT OF CX BETWEEN DIFFERENT BUSINESS FUNCTIONS AND STAKEHOLDERS?
Organisational alignment is critical to getting your CX programmes off the ground and delivering. Many things need to be considered when setting up these programmes for success – defining the impact on key business outcomes, designing new processes and tools to support new CX capabilities, establishing what success means in your context. Aligning different business functions and stakeholders to work towards the same end goal is more complicated in practice than sounds.
· What is the best approach to clarifying and operationalising your CX vision and tying it to clear business outcomes?
· How does the CX transformation impact the expectations from the other business functions?
· Metrics, recognitions and rewards: What is the most efficient way to accomplish employee engagement?
· How to engage your customer in this process as a primary stakeholder?
17:00 FIRESIDE CHAT: DEFINING THE TELECOMS DIGITAL FUTURE – WHAT IT MEANS TO BE A “DIGITAL OPERATOR”
We offer you an exclusive discussion with the lead of the TM Forum’s Artificial Intelligence Collaboration Program - Aaron, who has been working to create industry standards and best practices with extensive research and analytics work alongside largest global telecoms.
This discussion will focus on what the near future holds for telecoms and what they should do today in order to add value to their customers.
· What’s the vision for the 5G world and how do we achieve that vision?
· What aspects of the digital transformation are the most challenging and how should we go about them?
· How do we unlock innovation within telecoms, as well as address the skill gap?