2017 Customer 3.1 Summit

Aligning strategy, technology, and analytics for everyday customer success

24 - 25 May 2017Skycity Convention Centre, Auckland
Event Details
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separately bookable workshops
Strategy: Adopting a customer-driven framework for continuous improvement, innovation and value-creation
26 May 2017: 9.00am - 4.30pm

Now, more than ever, organisations must build a customer-driven enterprise that can remove barriers to business, seek out and fix the problems that customers experience, excel at service delivery and outperform their competition. With customers being one of the best sources of insight for innovation and business improvement, the biggest challenge is to turn the voice of the customer into management actions.
This workshop presents a strategic framework towards realising these goals and how customer feedback can drive continuous improvement and business innovation. It explains the business case for investing in service excellence and addresses three big reasons why businesses lose customers, fail to get positive referrals, and why public sector organisations lose their customers’ confidence. 

•    The service management challenges facing business today: Coming to grips with the cost of bad service and the organisational misalignments that drive poor customer experiences
•    How to establish your customer experience baseline: Finding out just where to start and how to justify investment
•    How to create an enterprise-wide framework for customer-driven value creation: Five key operational disciplines to turn your customer experience vision into a customer experience reality
•    How to plan the first steps, set priorities and track performance: Building your transition roadmap, establishing management oversight, and monitoring and managing ongoing performance

Paul Linnell

Managing Director

CTMA NZ


Insights to Action: How to bring the Voice of the Customer (VOC) to life through analytics
26 May 2017: 9.00am - 12.30pm

Tomorrow’s world is driven by analytics. With rapidly changing expectations, customer insights and analytics are enabling organisations to seize market opportunities to get ahead of the curve by delivering better experience grounded in data. This workshop examines the importance of harnessing insights to implement strategic developments through capturing the voice of the customer and why this is a crucial vantage point to drive customer success. Quit ‘gut-feeling’ decision making, and bring your customer insights to life.

•    Evaluating the strategic objectives of VOC exercises and how to effectively deliver results
•    Toolkit: Evaluating the various frameworks and methods to best capture VOC
•    More than just NPS, CSAT scores: bringing in enterprise data to analyse customer behaviour
•    Finding the truth: Yielding real time insights and creating transparency in the feedback loop
•    Utilising VOC in product development, process improvements, and measuring customer satisfaction levels

Greg Doone

Director - Digital Strategy and Data

PwC


Andrew Jamieson

Director - Digital Strategy

PwC


Research Toolbox: Exploring innovation opportunities, emotion and desirability
26 May 2017: 1.30pm - 5.00pm

Researching new products and services, big redesigns or changes in the market? Take your research and exploration skills to the next level. This workshop will help you select the best research methods for transformational projects - where innovation, desirability, and real-world relevance are essential. You will also practise a selection of techniques for involving users in designing products and services. Here we’ll be diving into and getting interactive with peers on the following: 

•    Understand the role of exploratory research
•    Enhance your research toolkit with three lesser known techniques (Magic Thing, Microsoft Product Reaction Cards and Personal Journey Maps)
•    Identify opportunities for transformation, understand the benefits of a transformation and express the desirability of a transformation
•    Learn how and when to use these techniques in interview or group co-design sessions

Miriam Walker

Director of UX and Strategy

Digital Arts Network


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