Customer Engagement and Technology Summit

Delivering exceptional customer experiences in an ever-evolving market

25 - 26 May 2020Crowne Plaza, Auckland
Event Details
  • Conference
  • Super saver price $1999 + GST
  • Super saver ends on 27 Mar
  • Last minute price $2499 + GST
  • 25 - 26 May 2020
  • Workshop(s)
  • Super saver price from $799 + GST
  • Super saver ends on 27 Mar
  • Last minute price from $999 + GST
  • 27 May 2020
  • Auckland
  • Download Brochure
separately bookable workshops
Workshop 1: Without a map you can get lost! Customer journey mapping
27 May 2020 | 9.30am - 12.30pm

Mapping the customer journey is a powerful method for organisations to visualise the journey their customers take to engage in any aspect of experience. This hands-on masterclass will walk through the best practices of journey mapping and the common mistakes to avoid. It will highlight frameworks that will enable you to shift from identification to implementation, in order to generate exceptional results and realise organisational CX improvement. 

  • Understand the importance of engaging and implementing effective customer journey mapping 
  • Learn the right time and type of map for your project or initiative
  • Provide insight into the typical challenges that can arise with customer journey mapping and provide recommendations to troubleshoot 
  • Examine and identify journey mapping models that can be practically integrated within organisations 
  • Frameworks for brand touch points identification 
  • Tools and strategies to unpack your map and translate these insights into tangible actions 
  • Identify resources to create benchmark and improvement measurements 

Amelia Diggle

Service Designer

Verizon Connect

Designer and Founder

Human Interface Jewellery

Amelia loves technology. She started her design career off with industrial design and quickly found the fun in digital, UX and CX. She’s designed software for solving serious crimes, experiences for the millions of NZ mobile users, a platform for creating conversational artificial intelligence and tactile 3D printed jewellery inspired by interfaces. Amelia is passionate about creating socially responsible products and services utilising the latest technology, and especially how we measure and show the value of CX design within these exciting new spaces. She currently helps Verizon Connect apply human centred design tools and processes to their vehicle tracking software.

Tamarin Howse

Lead UX Strategist

Air New Zealand

Tamarin passionately uses her design and insight skills to advocate on behalf of customers. She has a decade of experience translating research into concepts and designs to form compelling human centric experiences that in turn deliver superior commercial benefits. She has worked with District Health boards, Westpac, AMP, IAG Insurance, Auckland University, Fisher and Paykal Healthcare, Spark, and The Blind Foundation. She is also the founder of several start ups. Her leadership, facilitation, visual communication and design-thinking skills are currently helping Air New Zealand design and deliver delightful digital journeys for their travellers.

Workshop 2: The ROI of CX: Justifying Investments in Customer Experience
27 May 2020 | 1.30pm - 5.00pm

Justifying investment and quantifying the bottom-line benefits of improved customer experiences is often a struggle.  However, all is not lost!

Using a combination of case studies, benchmarks and research, this half-day workshop will help you develop a business case for improved customer experience.  It provides insights into why good customer experiences are important, and how they should be measured.  The workshop examines the myths and realities of customer satisfaction, and explains:

  • How to calculate the cost of bad customer experiences
  • How to estimate potential returns on service investment
  • How to implement profitable service improvement strategies

With examples from business and the public sector, you’ll learn how to measure customer experience in terms of corporate outcome objectives, set priorities for improvement and make the case for creating value by building a customer-driven enterprise.

Paul Linnell

Managing Director

CTMA New Zealand

Paul Linnell is founder and managing director of CTMA. He is a customer service champion with a passion for helping clients achieve business success through customer-driven quality and service improvement. Paul has specialised in the design and deployment of customer experience management, service quality improvement, customer service, complaints handling and voice of the customer programmes for more than 20 years. For most of his career he has worked in Europe and North America and the past 10 years Paul has been based in New Zealand, continuing to serve clients globally.

  • Conference
  • Super saver price $1999 + GST
  • Super saver ends on 27 Mar
  • Last minute price $2499 + GST
  • 25 - 26 May 2020
  • Workshop(s)
  • Super saver price from $799 + GST
  • Super saver ends on 27 Mar
  • Last minute price from $999 + GST
  • 27 May 2020
    Share
    Copyright © 2020 Conferenz Ltd.