Machine Learning and Artificial Intelligence â in customer success; and how to ... will be held to discuss and detail
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.
www.focusgroupevents.com
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.
www.focusgroupevents.com
CEW 2018
Adding Real Value to Your Business
Y
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.
Learn more Add value Deliver better service
www.focusgroupevents.com
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?
engage inspire deliver www.focusgroupevents.com
CEW 2018
Events
www.focusgroupevents.com
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.
www.focusgroupevents.com
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
www.focusgroupevents.com
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
www.focusgroupevents.com
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
www.focusgroupevents.com
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
www.focusgroupevents.com
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
www.focusgroupevents.com
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
www.focusgroupevents.com
CEW 2018
CEW 2018 Speakers
Melanie Malherbe Managing Director BrandsEye
www.focusgroupevents.com
Media Sponsors
CEW 2018
Silver Sponsorship
These companies have supported the Customer Experience World conference
www.focusgroupevents.com
CEW 2018
The Focus Group Beaver House 23-38 Hythe Bridge Street Oxford OX1 2EP
Office: +44 (0)121 709 3938 Email:
[email protected] The Focus Group (.Org.UK) Ltd Trading as The Focus Group Registered in England Company Number 4318580 VAT Number 780360729
www.focusgroupevents.com