Join Hugh Hessing, UK Customer Services Director at Aviva, as he explains how he has established an aspirational CX vision across his entire organisation. As zero legacy start-ups start to dominate the customer experience space, how can large successful companies match their pace for change? How does the ever-changing technology landscape impact your CX strategy in the short and long term? There are many ways to innovate, but are they all truly about the customer? And finally, Hugh will share his tips on how to mobilise your workforce to get behind a shared CX vision, and the simple, clear metrics that matter most to the customer.
10:05 AM- 10:45 AM
Hugh Hessing, UK Customer Services Director, Aviva
Growing a Social Customer Service team isn’t easy. Sky Betting and Gaming will walk you through how they’ve cultivated an efficient team that more than doubled in just under two years. They’ll also walk you through the ways they strategically leveraged CX Social to their advantage as a unique service to their customers.
11:05 AM - 11:45 AM
Domonique Price, Contact Centre Manager, Sky Betting & Gaming
Luke Haigh, Social Media Customer Service Manager, Sky Betting & Gaming
Richard Pickles, Social Media Customer Service Manager, Sky Betting & Gaming
Advanced: Going Beyond Sentiment- How to Use Emotion and Effort in Your CX Programs (Customers ONLY, must pre-register)
Emotion and effort are leading indicators of loyalty. They provide a window into what your customers are thinking, the pain points and friction they are encountering throughout their journey, and their overall sentiment towards your company. Join us for a deeper understanding of how Clarabridge helps you determine the emotion and effort your customers are exerting and how we are evolving our focus in this increasingly important area of CX.
11:05 AM - 12:30 PM
Ellen Falci Loeshelle, Sr. Product Manager, Clarabridge
Social Media as a Preferred Customer Service Channel: A Smoooth Journey
Traditional customer service models are becoming increasingly outdated. Customers are taking the lead when it comes to getting the support and answers they need. Join Klarna as they walk you through everything from what it means to be smoooth (that’s spelled right, and it’s the model they live by) to how you can craft seamless social experiences for customers. They’ll uncover the customer insights they use to their advantage, how they make customers happy through social media, the tools that help them get it done, and the team that pulls it all together. Whether you’re looking for an understanding of how social customer service works, or you’re looking to improve your team’s social customer service efforts – Klarna will spill their secrets for a smoooth journey to social customer service.
11:50 AM -12:30 PM
Julie Moore, Senior Manager of Global Customer Relations, Klarna
Fia Engström, Process Manager of Customer Support, Klarna
Investigative Reports: A Forensic Approach to Revealing the Value of CX
As the world’s largest online travel company, continuous improvement is a cornerstone of Expedia’s success. Since 2009 Expedia has taken an investigative approach to finding the root causes behind their customer feedback. They use that data to identify value and ROI across many brands and lines of business. This session is guaranteed to inspire your inner detective—come uncover scientific proof that CX is worth it once and for all.
11:50 AM - 12:30 PM
Jeremy Levitsky, Manager, Program Management, Expedia
Nicola Snoad, Manager, Health & Safety, Global Supply Ops, Expedia
Keynote: The Rise of Social Care in the Digital Age
Customer centricity within the hospitality and travel industry is an art. From Social Care, to content generation, a localized approach within a global organisation will bring the guest experience centre stage. Join Rezidor Hotel Group as they walk you through moving from complaint-only social care to finding surprise and delight opportunities, personalizing the digital experience and leveraging influencer relationships to drive customer engagement and loyalty.
1:30 PM - 2:10 PM
Sophie Clarke, Social Media Manager, The Rezidor Hotel Group
Advanced: Crisis Alert! How to Effectively Handle a Crisis Through Your Social Media Channels
In this advanced session, Dimitri Callens, Director of Product Management, CX Social, will provide a deep understanding of how to best prepare and react to a crisis- either a social media crisis or an overall crisis requiring excellent communication via social channels. Attendees will learn how to create a response plan, how to respond quickly when crisis strikes, and how to adapt to increased volume on social channels.
How Customer Care on Social Media Drives Digital Transformation
The Belgian National Railway Company (SNCB) is undergoing a major digital transformation. Upon its customer care launch on social media in 2013, the community managers gathered a lot of insights and customer demands. It quickly became clear that SNCB had to become a more digital, customer centric organisation, with better digital services and products. Learn how digital customer care has taken the lead in this digital transformation.
2:15 PM - 2:55 PM
Kim Castro, Social Media Manager, NMBS Belgium Rails
Growing Up Great: Building a Company- Wide Customer Experience Programme
Wargaming is a leading global developer of free-to-play online games, including the critically acclaimed game World of Tanks. Elena Loucaidou, Voice of the Player Senior Manager at Wargaming Group Ltd., takes you through Wargaming’s journey as they set up an international customer experience programme. Learn about the key questions to ask as you build out a CX strategy, the KPIs to track, how to organise your teams, and much more. Elena shares the best practices she learned throughout the process and what she’d do differently if she were to do it all over again.
2:15 PM - 2:55 PM
Elena Loucaidou, Voice of the Player Senior Manager, Wargaming
Keynote: Journey Analytics: The Sure- Fire Way to Ignite Your CEM Programme
Want to know how to take your CEM programme to the next level? In this session, you’ll learn how to drive focused and effective improvement to the customer experience from Joana van den Brink-Quintanilha, leading expert at Forrester Research. Step up your game and mature your analytics by proving the value of customer feedback and focusing on the most important parts of your customer’s journey. Tune in, drill down and rev up for practical advice to get started today.
3:10 PM - 4:00 PM
Joana van den Brink-Quintanilha, Senior Analyst Serving Customer Experience Professionals, Forrester