customer experience world - The Focus Group

CEW 2018

CUSTOMER EXPERIENCE WORLD

2018

The world’s leading customer success event. www.focusgroupevents.com

CEW 2018

Customer Success Means Business Success Until recently, customer service was a way to differentiate your business, by using skills, focus and care to deliver customer satisfaction. Of course, it is common knowledge that for customers, service only forms part of their overall experience – and it is this experience that plays a critical role in their perception of your brand, product or organisation. However, even focusing on the customer experience is no longer enough to truly differentiate yourself in today’s market, which is why the focus of Customer Experience World 2018 (CEW2018) will be on how to drive customer success and how this will make your enterprise stand out from the pack.

The businesses that get their heads around this concept most effectively will experience customers as a transformative driving force. Customer success means exactly that: being proactive about ensuring the success of your customer. Being proactive in this way means looking at the future and anticipating their needs, but it also means answering questions your customers haven’t even thought of yet.

The mission of customer success is to build proven value faster, for both customers and companies alike. In a world of tight margins and extreme competition, customer success is one of the key factors in driving profitability and growth. Ultimately, customer success means business success, because a successful customer is a happy customer – and a happy customer will become the kind of brand ambassador that will boost your business. You could say that customer success is the ideal way to inspire brand advocacy.

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CEW 2018

New Ideas, Insights & Expert Information Customer Experience World is recognised as the leading conference event for global business leaders and executives. For this reason, the CEW2018 programme is strategically placed to focus on leading-edge customer success strategies and best practices. Moreover, it offers an exclusive and practical environment for like-minded executives, enabling these leaders to explore and learn how to implement a sustainable Customer Success Programme.

CEW2018 will bring together business executives and informed experts to share knowledge and understandings, and will guide companies in how to successfully design, develop and put into action their Customer Success Programmes. Among the critical areas of focus to be discussed will be how to define a strategy to drive customer success processes; the people, business structures and culture required for it to work; the role of technology – including elements like Data Analytics, Machine Learning and Artificial Intelligence – in customer success; and how to structure the implementation of such a programme. As custodians of CEW2018, The Focus Group insists on sourcing and inviting only the best of the best in the customer service and customer experience industry. This approach means they bring only the top experts, thought leaders and business executives who have a wealth of experience in the field of customer success to the event. During the CEW2018 conference, these specialists and professionals will reveal and share their own customer success programme methods and impart important knowledge and insights around issues such as reducing customer churn, increasing customer retention and increasing customer revenues.


CEW 2018

Adding Real Value to Your Business

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ou can be sure that CEW 2018 is going to deliver an outstanding experience, where delegates will have access to high-quality content, deep knowledge and practical techniques. You will have the opportunity to learn from industry best practice leaders, while also having the chance to network with like-minded trailblazers.

While individual presentations are carefully selected to deliver unique and in-depth subject matter knowledge, these are merely the tip of the iceberg. This is because the presentations are just the start of an ongoing dialogue between presenters and participants. Moreover, the conversation can be expected to continue long after the Experience World Group ends, via LinkedIn. Keynotes and case studies will be discussed at length, and will include a focus on the anatomy of a successful Customer Success Team, in specific relation to the people; an in-depth look at several Customer Success Programme models, to highlight the processes and activities involved; and the specific digital transformation systems and tools necessary to implement a Customer Success Programme, to provide a clearer understanding of the technology.

Topics to be discussed at CEW2018 under the broad headings of people, processes, technology and master class will include: People: • The most critical internal touch points required for successful customer engagements • The vital components that make up a Customer Success Team and the pitfalls that can accompany the formation of such a team • The reporting structure required for Customer Success Management and how this should be implemented • The important role of recruitment and training in the Customer Success Programme Technology: • Exactly how one can make use of Data Analytics to fine tune a Customer Success Programme • The confluence of self-help service and Machine Learning, and what this means for a Customer Success Programme • The significant role that Artificial Intelligence can play in the Customer Success Programme

Processes: • A detailed look at the process of implementing, maintaining and managing external touch points for Customer Engagement – what is the customer doing? Creating a health report/score card and what does it contain? • A clearer understanding of exactly what the various engagement categories and process metrics are • A discussion around how to implement and manage the process of communication channels, including Omni-channel, external and internal Masterclass: Now a Master Class is included in the CEW 2018 program to teach, discuss and details various components of an effective Customer Success Management programme.

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CEW 2018

The Master Class Now for the first time and exclusive to the Customer Experience World 2018, a Master Class will be held to discuss and detail various components of an effective Customer Success Management programme. Attendees at these Master Classes will take home a far deeper understanding of a customer’s desired outcome and how to provide an awesome experience with every interaction and touch point within their business. They will learn strategies for customer success teams and executives; study how to adopt and manage the perceptions of a team’s role from a customer’s point of view and within an organisation; gain an understanding of revenue streams and profitability; and be able to brainstorm and gain insight into the acquisition, analysis and effective use of data for customer relations.

The Master Class will teach participants how to: • Create a Customer Success Mission • Implement Customer Success Programme Metrics to ensure increased value and revenue • Integrate a Customer Success Programme with Customer-Centricity • Achieve increased Customer Retention using Data Analytics and Voice of the Customer(VoC)

These Master Classes promise to inspire and provide additional practical and helpful guidance to delegates.

A Genuine Opportunity to Improve Business Success! www.focusgroupevents.com

CEW 2018

A Genuine Opportunity to Improve Business Success Taking place next year in London, Birmingham, Cape Town and Johannesburg, CEW 2018 will be the premier customer experience event available for Customer Experience professionals from around the globe. It will draw together the best speakers, the top thought leaders and the key industry experts worldwide to bring you up to speed on the future of the contact centre industry, and the role customer success will play in it. As the number one customer experience event in the world, CEW2018 has maintained its reputation for quality by ensuring that the event hosts are top people in their respective fields. The UK conferences will be hosted by Jeremy Nicholas, a writer and broadcaster with thirty years’ experience in TV and radio, most of it with the BBC. The South Africa leg will be hosted by Jeremy Maggs, an experienced journalist, radio host and television presenter, renowned as the popular host of the South African version of the television game show ‘Who Wants to be a Millionaire?’ All four of the CEW2018 events will feature an exciting mix of international experts and local talent in the contact centre and customer service fields, offering delegates inspiring and unique viewpoints on the subject matter. CEW 2018 is therefore a fantastic opportunity for businesses of all sizes to get to grips with exactly what a Customer Success Programme means and to understand that it is far more than just another business initiative. After all, developing, designing and applying a Customer Success Programme can make or break your business. Thus CEW 2018 will serve as an ideal platform for those companies who want to ensure customers succeed in using their products or services. It is important to appreciate that the ultimate goal of any business is for its customers to be happy – and this is achieved by ensuring that they feel they are being listened to when they communicate with your organisation, and that they are receiving value when they engage with your business; all with the least possible effort. Therefore the primary aim of CEW2018 is to share knowledge and to ensure that your business is able to make any customer interaction, at any and all touch points along the way, a positive experience. If you want to ensure that customers who engage with your company will remember your brand and that they will become brand ambassadors and loyal advocates of your company’s products or services, you need to ensure that the relationship they experience and the value they receive is immensely powerful. With a strong Customer Success Programme in place, your business has an awesome opportunity to increase both its value and its profit. With this in mind, ask yourself: Can I really afford to miss out on attending CEW2018?

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CEW 2018

Events


CEW 2018

CICM FELLOW AWARDS & CEW2018 Customer Experience World (CEW2018) is pleased to announce that The Chartered Institute of Customer Management (CICM) will be presenting the prestigious Fellow CICM Awards at CEW2018 in Johannesburg. CICM is an international leader in customer and call centre industry training. This award is given to top achievers who have contributed to customer excellence. These are industry giants who have dedicated themselves to customer service for at least 10 years. CEW2018 is the perfect platform for these prestigious awards, which are presented to outstanding achievers. At this celebrated event, guests will have an amazing opportunity to network with world authorities in all aspects of customer service. CICM is a global organisation, represented on three continents through its global implementation and certification partnership network.

CEW2018 SA delegates will each receive their own copy of The Customer Magazine published by the Chartered Institute of Customer Management (CICM.) This world-class publication is filled with the latest and best articles on customer engagement. It strives to promote customer excellence by bringing readers the very best content and latest business trends in customer success. As a genuine opportunity to improve customer success, CEW2018 will deliver an outstanding experience. Delegates will receive The Customer Magazine, giving them the opportunity to learn from African industry best practice leaders. “African customers have gone past the level of merely buying products and services; they buy results. Despite what some brands may still think, customer service and customer experience are actually two very different paradoxes towards a nexus! Although clearly they often cross over, brands should have a different strategy for both.” Editor Benson Mukandiwa / The Customer Magazine www.focusgroupevents.com

CEW 2018

CEW 2018 Venues Johannesburg

South Africa Turbine Hall, Newtown

London

UK Park Plaza Victoria

Cape Town South Africa Embassy Hill

Birmingham

UK The National Conference Centre

Target Audience - who comes to CEW?

This event has been designed for leaders who are looking for next practice ideas. This is a cross industry event for Executives involved inany aspect of customer experience strategy, design, management & implementation Industry experts & vendors who provide advice, service and/ or products to help CX executives.

Over 75% are CX decision makers, with another third having strong influence on purchase decisions. Typical job roles include: ‘C’ suite, VP, Senior Directors and Managers responsible for Strategy, CS, CX, Operations and Marketing. The other 25% are people looking to increase their expertise either in relation to their specific function or as part of their wider career development.


CEW 2018

CEW 2018 Speakers

Jeremy Nicholas

Annette Franz

CX Thought Leader CX Journey Inc

Event Chair Writer & Broadcaster

Magauta Mphahlele

Olivier Mourrieras

Ombud (Acting) The Consumer Goods and Services

KK Diaz

Business Coach A-Game Business Consulting

CX Impact

Nina Gyubbenet

Customer Experience Director Tele2


CEW 2018

CEW 2018 Speakers

Royston Guest

Larry Borwitz

H/O Quality Management Discovery Group

CEO Pti Worldwide

Tanya Phillips

Joy Marsden

Inspirational Speaker & Author

Chief Operating Officer Genii Analytics

Mitchell Barker

Gavin Atkinson

Unified Communications Specialist


CX specialist & call centre expert WNS Global Services SA

CEW 2018

CEW 2018 Speakers

Jeremy Maggs

Rod Jones

Event Chair Journalist & TV Presenter

Independent Consultant Contact Centre Consulting

Jan Richards

Steven Carleton

Founder & President CustomerMatters LLC

Head of Insights & Planning Dublin Airport

Peter Ryan

Steven Jacobs Area Director HSBC Bank

Principal Ryan Strategic Advisory


CEW 2018

CEW 2018 Speakers

Laura Brown

Roz Broome

Retail Director Harrods

Customer Interaction Consultant

Jeroen Kuiper

Ricardo Saltz Gulko

General Manager Allsecur

Founder Eglobalis

Paul du Toit

Managing Director Congruence Training

Roland Ellingworth Taste Holdings Innovation and Customer Strategy


CEW 2018

CEW 2018 Speakers

Sharyn King-Coovadia Service Executive Discovery Health

Andrew Johnston

Inge-Marie Hilligan

Head of Strategy and Transformation Standard Bank CRR

Lady Colleen Glaeser Entrepreneur AxxonSoft


H/O Sales ABN Amro

Stephen Citron Founder The Peer Awards

Sarina de Beer

Managing Director Ask Afrika PTY (LTD)

CEW 2018 Speakers

Jean-Pierre Klopper

Jason Bartram

CEW 2018

CEO BrandsEye

Head of Planning Communications and Energy Ombudsman

Nic Ray

Samantha Worthington

CMO BrandsEye

Director Mardi Gras Marketing

Roland Ellingworth

Mark Harrison

General Manager Customer Excellence Shell

Head - Innovation and Customer Strategy Taste Holdings


CEW 2018

CEW 2018 Speakers

Melanie Malherbe Managing Director BrandsEye


Media Sponsors

CEW 2018

Silver Sponsorship

These companies have supported the Customer Experience World conference


CEW 2018

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