Customer Experience & Engagement Summit

Where experience comes to thrive

27 - 28 May 2019Crowne Plaza, Auckland
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separately bookable workshops
TURNING THE VOICE-OF-THE-CUSTOMER INTO MANAGEMENT ACTIONS
29 May 2019 | 9.00 – 12.30
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One of the best sources of insight for innovation and business improvement comes free-of-charge
– from your customers! The challenge is to unlock these insights and turn them into concrete improvements in customer experience.

This half-day workshop provides a valuable “jumpstart” on the road to reaping the benefits of customer-driven performance improvement to help you:

  • Learn from your customers, what you do well, and how to improve
  • Take actions to improve and innovate the customer experience
  • It shares proven frameworks and examples of how other organisations have developed product and service improvement initiatives – from their analysis of customer feedback to implementing remedial actions to transform their customers’ experience.
  • Considering your available sources of data
  • Measuring customer experience
  • Quantifying and prioritising actions
  • Preventive analysis and remedial action planning
  • Building a roadmap to launch your customer-driven continuous improvement programme

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.

EFFECTIVE CUSTOMER MAPPING
29 May 2019 | 1.30 – 5.00
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Customer journey maps are an incredibly valuable tool to help organisations visualise their relationship with their customers and identify opportunities to improve. The key to an effective journey map, however, is increating strategies to turn insights into action. 

This workshop will illustrate techniques for creating journey maps, as well as how to use them to drive measurable change. From the initial process of gathering user insights, through to effectively measuring the impact of the changes you make, this workshop shows how to integrate journey mapping into your business successfully.

  • The value of customer journey mapping
  • Practical approaches for implementing journey mapping in your organisation
  • Common pitfalls and challenges that organisations face when it comes to understanding the customer journey
  • A framework for turning your journey map into actionable strategies.
  • How to create effective measures of success
  • The long-term cycle of journey mapping within your business

Katherine Barrow

Chief Strategy Officer

Pixel Fusion

Katherine Barrow is a digital thought leader and Chief Strategy Officer (CSO) at Pixel Fusion – a pioneering digital product studio in New Zealand. As an inspiring facilitator and strategist she’s passionate about empowering New Zealanders by growing their digital capability. Her work is instrumental in supporting Kiwi businesses to create powerful digital strategies. She believes that the future of the country lies in investing in digital capability building at a grass roots level. As CSO of Pixel Fusion, she has played an instrumental role in shaping and growing the business- from establishing their user-centred design practice and building a world-class UX team, to nurturing some of their most significant client relationships. She now consults to their clients on digital strategy, UX and innovation, while crafting a compelling vision and strategy for Pixel Fusion's future.

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