Customer Experience 2.0; The Next Chapter in Customer Innovation - London

In recent year's 'C' level and Senior Managers have become increasingly aware of the need to create value for their customers in the form of experiences; to implement a customer experience strategy the business needs a compelling vision and an honest appraisal of its internal capabilities.

Many businesses rush to declare themselves the world's best or the best thing since sliced bread, without managing the pace of change relative to the internal and external reality. Organisations now need to be aware of the maturing landscape in customer experience and relative expectations of their customers whether B2B or B2C. By utilizing customer experience maturity mapping, businesses can ensure their vision is supported by the right internal framework timing and investment. Customer Experience 2.0 is the term given to describe second generation of the world wide web that has enabled people to share and collaborate together, much in the same way we are asking clients to help us by helping themselves with an emphasis on communication and has been used more as a marketing term rather than a specific computer science.

- How do you differentiate yourself in customer service when your competition are all doing the same things?
- Looking at customer maturity in a customer centricity context
- Harnessing the power of the employee to create a customer centricity culture
- Culture change - How to make the customer the responsibility of everyone
- The future of customer experience management. What are the emerging trends?
- B2B v's B4B Measures- Making it easier for the customer

Keynote from Bruce Temkin;
A lot of organisations are talking about customer experience, but few have truly differentiated themselves. Now that you’ve started down the path towards better customer experience, what’s next? How do you create a sustainable edge with your efforts?

Speakers: Bruce Temkin(CXPA), Mazhar Butt(Dubai Airports), Dr Nicola Millard(BT), Alastair Boot(Waitrose), David Haigh(Brand Finance), Jorge Mascarenhaus(Telefonica/o2), Rod Coleman(Liberty Global), Dr. Kristina Rodig(E.ON Energie Deutschland GmbH)Sian O'Shea(TalkTalk) plus many more