Driving Customer Emotions
Although brands may be liked or trusted, most fail to align themselves with the emotions that drive their customers’ most profitable behaviours. Some brands by nature have an easier time making such connections, but a company doesn’t have to be born with the emotional DNA of Disney or Apple to succeed. This session will investigate best practice applications of emotional motivators, storytelling to link emotions and creating consistency and relevance when driving customer emotions.
It is clear that measurement is a key factor In allocating company resources and justifying investment in CX. Knowing where to focus and how to construct measureable initiatives is a major pain point for CX professionals. This session will explore what to measure and how to identify correlations between CX initiatives and business objectives to create a measurable customer experience strategy that delivers real business results.
Extracting Value from Data
The rapid development of technology in CX has failed to produce a corresponding return. Much of this has to do with an over-prioritization on technology as opposed to the insights that it generates. Extracting value from data will examine how to draw the most out of your data and bring your CX strategies to life. This session will cover best practice case studies and how to leverage technology intelligently to get a more efficient and valuable return on investment.
Customer centricity is an organisation wide prerogative and responsibility. True outside-in-cx is authentic, relevant and bound to the company purpose. This session dives into the practical application of customer centricity, how to tie emotion, measurement and data together in a workable strategy and how to prepare your employees to handle it all.