Monday 27 March
17.00 – 18.45
Monday
Delegate Registration
18.45 – 19.00
Monday
Opening Comments & Dinner
19.15 – 19.45
Monday
International Keynote
Global Trends and Disruption in Customer Experience
19.40 – 21.00
Monday
Dinner & Networking
Tuesday 28 March
08.00
Tuesday
Breakfast & Opening Comments
09.00 – 09.30
Tuesday
International Keynote
Accelerating Expectations – Digital Customer Experience at Lufthansa Group
09.40 – 10.10
Tuesday
Keynote
Designing change – Preparing your organisation for post-channel CX
10.10 – 10.50
Tuesday
CX Leaders Panel
Tackling The Key Challenges in Enterprise Customer Experience
10.50 – 11.10
Tuesday
Coffee Break & Networking
11.15 – 11.40
Tuesday
The Journey to CX Success
The Art and Science of Customer Engagement
How to utilise data-driven marketing technology to personalise and enhance your customer communications
11.50 – 12.20
Tuesday
Keynote
Getting up close to customers, Data and Digital
12.30 – 13.00
Tuesday
Making Customer Feedback Actionable for Teammates
Building Customer loyalty by reducing customer effort, a service management approach beyond CRM
13.00 – 13.50
Tuesday
Lunch
13.50 – 17.00
Tuesday
Networking Activities
17.00 – 19.00
Tuesday
Free Time & Relaxation
19.00 – 19.45
Tuesday
Pre-Dinner Drinks Reception
19.45 – 21.45
Tuesday
Dinner
Wednesday 29 March
08.00
Wednesday
Villa Check-Out
08.15
Wednesday
Breakfast & Opening
08.50 – 09.20
Wednesday
Closing the Loop on Customer Experience
09.20 – 09.50
Wednesday
Keynote
Starting Small And Unsexy: Proving That A Focus On CX Will Drive Business Benefit
10.00 – 10.30
Wednesday
Keynote
Moving beyond CX Measurement to delivering Business Outcomes
10.30 – 10.50
Wednesday
Coffee Break
10.50 – 11.40
Wednesday
Think Tank #1
Engaging Business Leaders With Your Customer Experience Program
10.50 – 11.40
Wednesday
Think Tank #2
Providing A Great Employee (or Volunteer, Donor, Member) Experience
10.50 – 11.40
Wednesday
Think Tank #3
Building and Sustaining CX Momentum
10.50 – 11.40
Wednesday
Think Tank #4
Translating CX Design Into UX Design
11.40 – 12.10
Wednesday
Toyota Showroom 360
12.10 – 12.40
Wednesday
International Keynote
Delivering World-Class Omnichannel CX In A Disruptive Retail World
12.45
Wednesday
Lunch & Conference Close