The Future of Customer Experience

Where Technology Meets Humanity

Featuring Don Peppers

 

27 SEPTEMBER 2019 | STOCKHOLM

 

 
The future of Customer Experience

Where technology meets humanity

Faced with increasingly empowered customers and disruptive technological progress, businesses are finding it competitively essential to improve the quality and efficiency of their customer experience. But while automation and computerization are important for reducing friction and streamlining any modern business, technology by itself is not enough. Delivering a high-quality customer experience requires more customer-centric processes, metrics, and cultural norms within a company. And good leadership is indispensable.

This workshop is designed to help middle- and senior-level executives understand how to design, deliver, and manage the customer experience of the future, along with the costs and difficulties that this will entail.

What you get:

    Using lean and agile methodologies to avoid alignment problems

    How to build and maintain a customer-centric culture

    Observational vs. interactive data, and how to make better decisions

    Six leadership behaviors required to deliver a high-quality, trustable Customer Experience

 

Teacher

Teacher for this workshop is Don Peppers. With over 300,000 followers for his regular postings of original content on LinkedIn, Don has been listed numerous times on LinkedIn as one of the Top 10 Marketing Influencers. In 2015, Satmetrix listed Don and Martha Rogers #1 on their list of the Top 25 most influential customer experience leaders. The Times of London included Don on its list of the “Top 50 Business Brains,” and Accenture’s Institute for Strategic Change listed Don as one of the 50 “most important living business thinkers” in the world.

Don Peppers

Author, Speaker & CX Expert

Recognized as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author and co-founder of the management consultant firm, Peppers & Rogers Group. His new company, CX Speakers, delivers workshops, keynote presentations and thought leadership consulting focused on customer experience topics. With business partner Dr. Martha Rogers, Peppers has produced a legacy of international best-sellers that collectively sold well over a million copies in 18 languages. With over 300,000 followers for his regular postings of original content on LinkedIn, Don has been listed numerous times on LinkedIn as one of the Top 10 Marketing Influencers. In 2015, Satmetrix listed Don and Martha Rogers #1 on their list of the Top 25 most influential customer experience leaders. The Times of London included Don on its list of the “Top 50 Business Brains,” and Accenture’s Institute for Strategic Change listed Don as one of the 50 “most important living business thinkers” in the world. Before his career on Madison Avenue he worked as an economist in the oil industry and as the director of accounting for a regional airline. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy and a Master’s in Public Affairs from Princeton University’s Woodrow Wilson School.

PROGRAM workshop

Workshop: 27 september, kl 08:30 - 12:00
Venue: Elite Hotel Marina Tower Stockholm, Saltsjöqvarns kaj 25, Stockholm

08:30

Treating Different Customers Differently

“Treating different customers differently” is probably the shortest possible definition of customer-centricity, but it’s harder than it looks, and the majority of CX initiatives fail to live up to managers’ expectations. In this session, we’ll discuss the key obstacles that confound so many companies as they try to design and then deliver a higher-quality customer experience, from poorly aligned metrics and accountabilities, to cultural issues and employee engagement.

  • How to build and maintain a customer-centric culture
  • Thinking of customers as scarce productive resources
  • AI, chatbots, and the folly of focusing on costs rather than benefits
  • Table Exercise: Dealing with customer scarcity
  • Observational vs. interactive data, and how to make better decisions
  • Using lean and agile methodologies to avoid alignment problems
  • Five strategies for selling your marketing ideas to the CFO
  • Table Exercise: Identifying and correcting misalignments

Don Peppers

10:15

Pause

Take the opportunity to network with other participants & the teacher over a cup of coffee.

10:30

Customer Trust for Fun and Profit

Of all the qualities required to design and deliver a truly frictionless customer experience, trustability is by far the most important. If your customers trust that you are always looking out for their interests, even when you have to sacrifice some current profits, they will want you to succeed, and this support will sustain you through otherwise cataclysmic disruptions.

  • AOL vs. Apple
  • Trustability (or proactive trustworthiness) as a competitive advantage
  • Product competence and customer competence
  • Five ways to improve a company’s trustability, and a few shortcuts for signaling it
  • A non-quantitative argument and a quantitative business case for customer trust
  • Six leadership behaviors required to deliver a high-quality, trustable CX
  • Table Exercise: Finding the “untrustable” parts of your value proposition

Don Peppers

12:00

Summary & Questions

kombobilejtt

Konferens + Workshop med Don Peppers

Boka 2 eller fler och få 500 kr rabatt per biljett. Denna biljett gäller för 
26-27 september.

8 480 kr
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