Registration & Coffee
08:30 - 09:00
Welcome remarks by the chairperson
09:00 – 09:10
Introduction to the theme
09:10 – 09:20
OPENING KEYNOTE
Is CX the big game changer? Are we doing enough?
Customer experience is constantly evolving, and businesses must strive to keep up. We are envisioning a future where technology plays a leading role in
transformation. What will the future look like? Working to redefine customer experience and create new standards for excellence, but are we doing enough?
Hear from a Global leader about the accomplishments and their next steps towards technology led transformation
09:20 – 09:35
PANEL DISCUSSION
Aligning CX Initiatives With an Organisation’s Growth – Where can we go wrong?
All of us agree that customer experience initiatives need always be closely aligned with the goals of the organisation. It is also true that every CX initiative need to have a long-term plan that ultimately seeks and supports the economic and growth targets of the organisation and that by improving customer experience, organisations can drive growth, ensure customer loyalty, and better compete in the global marketplace. However the challenge is to align CX initiatives to the overall organisations growth plans and to create measurable impacts. In an interesting panel discussion, CX practitioners from leading organisations share their experience offering insights and key take aways.
09:35 – 10:15
CASE STUDY BY SAP
10:15 - 10:30
NETWORKING & COFFEE BREAK
10:30 – 10:50
THEME: THE FUTURE IS NOW
INSPIRATIONAL KEYNOTE PRESENTATION
The Vision for Hyper Personalisation:
Even before the pandemic personalisation had become an integral part of exceptional Customer Experience. However, the crisis made personalisation, empathy and the connection that go with it more crucial than ever. Learn what it takes to provide personalised care.
10:50 - 11:05
CASE STUDY
EXPERIENCE INNOVATION - QuestionPro
11:05 - 11:20
PANEL DISCUSSION
Bridging the gap between disappointments created by technologies that don’t deliver their promises.
When it comes to customer experience, there's often a big gap between what we expect from technology and what it actually delivers. This can be a huge disappointment, especially when we've been sold on a product or service that doesn't live up to its promises.
Fortunately, there are ways to bridge this gap and create a better experience for everyone involved. Find out in this session.
CASE STUDY
11:20 - 11:55
FIRESIDE CHAT
Redefining The Omnichannel Approach: Focus On What Truly Matters
Customer Expectations have changed, however customers increasingly expect consistent information to be at their fingertips, regardless of channels they choose to engage with.
Getting the omnichannel design right for these targeted journeys requires a customer centric mindset that’s infused throughout the organisation.
THEME: CX IS NOT JUST ABOUT CUSTOMER SERVICE BUT THE ENTIRE BRAND
11:55 – 12:15
KEYNOTE PRESENTATION
New Approach to Brand Experience
Introducing a new way to interact with your favourite brands! This innovative new approach allows customers to have a more immersive and personalised experience with the companies they love. With this new system, customers
can connect with brands on a deeper level.
12:15 – 12:30
KEYNOTE PRESENTATION
The future of customer care : Navigating the digital transformation of CX - Sprinklr
12:30 – 12:45
LUNCH & NETWORKING
12:45 – 13:45
PANEL DISCUSSION
ROI Of CX : Determining Success
How do you know if your investment in customer experience is paying off? In order to calculate the return on investment (ROI) of your customer experience (CX) initiatives, what you need to identify first ? What change can this bring over time as a result of your investments in CX?
Listen to a panel of speakers talk about what the right data in hand, can begin to calculate the ROI of your CX initiatives and determine whether or not they are successful.
THEME: CX DESIGN IS A TRUE ART FORM
13:45 – 14:20