Understanding the Status Quo as a basis for future improvements - the Role of Assessments in Customer Centricity

Most CX initiatives are launched to improve an organizations ability to create great customer experiences. But, in order to effectively improve, a solid qualitative and quantitative assessment of the status quo is required. The Customer Institute Customer Centricity Assessment is a comprehensive method to perform such an assessment. It is available to consultants and organizations around the globe to use. In this session you will learn:

• How the Customer Institute Customer Centricity Assessment (CICCA) works
• How consultants can use this methodology for their clients
• How your B2B, B2C or public sector organization can use the CICCA without a consultants help
• How the results of the assessment can lead to Customer Institute certification for the assessed organization
• How do build a prioritized CX action plan based on the results of the assessment

President, Customer Institute, Germany

Setting up the CX-ready organization /operating model
A look at how executives needs to set up and align their People/skills, Process, governance, IT, and incentive structures to enable the CX excellence in their organizations.
This topic is more strategic and holistic and relevant to executives that want to build CX as true organizational capability not simply that of a traditional CX department. Organizations frequently forget that CX teams work in the broader organization and without the necessary organization-wide operating model the CX goals and objectives fall flat, even with the best CX experts onboard.
Key Topics:

• Learn the importance of customer experience in the digital economy
• Quantify the benefits of CX from a financial and customer perspective
• Define the link between CX and your brand values and promise
• Understand how to build a CX-ready organization: From a CX strategy to the operating model that delivers CX
• Create the next generation CX operating model: Agile in the age of digital
• Assess your CX readiness: the CX Maturity Mode
• Get Started with CX: Your first pilot
• Case study of a CX leader: Team project to review a real case study of a customer experience leader

Takeaways:

• A holistic understanding of the CX objectives, linkages with your brand and strategy, and building blocks of the CX operating model you need to have in place for success
• An assessment of your own organization using the CX Maturity Model assessment tool with clear gap analysis that you can translate into CX initiatives in your organization
• Methods for creating linkage between CX improvements and financial and customer results

Managing Partner, Synergy Consulting, UAE

The role of customer experience in digital transformation (including references to the healthcare and insurance industry)
This Masterclass will focus on:

• the practical role customer experience plays in your agile teams
• the difference between CX and UX: how they are the same but operate differently
• how customer experience can work within a functionally driven programme (not just defects and enhancements)
• where customer experience fits within your governance and compliance frameworks
• the correct way to undertake journey mapping and management
• CX implications for user stories the critical role of the UX writer
• the essential role of triage and co-creation
• developing customer sensitive mindset within your product owner teams
• overview of Cynefin and sensemaker practices in the measurement of customer experience.

Customer Experience & Continuous Improvement Manager, Motor Insurers' Bureau (MIB) UK, CX Design, VOC and UX Insights expert Author of Customer Experience Management Rebooted.

General Manager, Digital & Connected Cars at Renault Middle East

Let us not save the next Billion Users!

With a billion people set to come online for the first time in the 18 months, the entire landscape of the internet, and how it’s used is set to transform. Technology and design firms around the world have been working on understanding and developing products for these users – often referring to them as the Next Billion Users.
However, I believe that if we are to design products and services that work in this ever-evolving technological landscape, we need to reframe how we look at, and design for, the Next Billion Users. I will speak about why our current framing is problematic; how we can change it; and how that can help us design experiences

Head of Service Design - Ideate Innovation

Creating customer-centric companies requires leaders and change practitioners that can communicate their messages to the highest levels. Giving presentations or keynote talks differs if you are in the corporate setting, or in a virtual environment. This workshop:

• Breaks down the different approaches required for delivering presentations and talks
• Gives you 4 key components of every great talk/presentation
• Explains content and structure for your talks
• Shows how to engage your audience
• Uncovers how different approaches to voice and language can be used effectively

Great storytellers engage, motivate and inspire others. We all know the good ones and we rarely forget them because of the impact they have on our everyday lives. Some of the greatest business leaders of our time are storytellers and it's one of the most powerful tools in the executive tool box. It's also vital in helping to create customer-centric companies:

• Understand how great storytelling can be applied to influence and inspire others
• Learn the 5 core building blocks of a great story which use you can use every time whether you are creating a 2 minute point or as part of a longer business conversations or indeed being on the conference podium
• Apply new thinking and techniques to create your own story to apply in whatever setting you choose to wow your audience

Broadcaster, Host of The After Dinner Show and Virtual Presentations Coach

Customer Experience World Games - GCC Launch
For the first time, we bring the Customer Experience World GamesTM to the GCC. Launched in response to Covid-19, Limetropy brought the global CX community together to positively compete in teams to solve real challenges for real organisations looking for ways to improve experiences for their customers, employees, communities, and society in general. The Customer Experience World Games (CXWG) were created. Each team tackled a series of CX challenges judged by a panel of world-class experts who assessed the entries to find winners. All entries were passed to those who proposed them to help them make a difference to their customers.
Following the success, the spirit of the games lives in. We are bringing the games to you at the GCC to test your CX skills in teams to solve a real challenge for a needy cause, to be announced at the Customer Experience World Games.
Take the opportunity to network and collaborate with peers in teams, learn new ideas and compete to win as you take on a CXWG challenge proposed specifically for GCC delegates.
Win or lose, you get to take back all ideas which will prove useful for you to pass on. Take the CXWG challenge and discover how your CX skills can make a real difference.

MD Clientship CX & Limetropy Founder of the Customer Experience World Games

Quality of life correlates to the quality of government services and policies. Citizen Experience explores how to improve public sector using the power of design and innovation
In this masterclass, Public sector leaders, and CX practitioners will learn how to apply various design practices to introduce better policies, services, and strategies to transform into an innovative government

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