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Customer 360 Forum Roundtable Selections

Roundtable descriptions

Please find below descriptions of the roundtables, once you know which ones you would like to choose then scroll to the bottom and select your preferences.

Or you can jump straight to the form and start selecting by clicking here.

Achieving Omni-Channel Experience

The goal of omnichannel sounds simple — sustains customer engagement across channels according to customer expectations. But omnichannel is among the most complex challenges businesses face today because it typically encompasses a multitude of customer-facing systems and functions that are often managed by different departments and groups spread across the organization. Firms that are serious about omnichannel are beginning to rethink how they view this strategy how it is resourced, and what being ‘omnichannel’ really means.
The session will be facilitated around the following key conversation points;

  • How is omnichannel viewed in your organization – is it primarily a technology play, a sales strategy, a marketing vehicle, something else? How has the perception within your organisation of omnichannel impacted its success?
  • What are the key components of your omnichannel strategy? How aligned is that strategy to the corporate business and customer experience strategy?
  • What are the key issues your omnichannel initiative is facing? Why are they issues, and how are you proposing to address them?
  • Who are the major business partners in your omnichannel initiative, What roles do they play, how much responsibility do they have in its success?
  • How much has customer insight influenced your omnichannel strategy? What is the role of customer insight in ongoing omnichannel decisions and initiatives?
  • How much is your omnichannel strategy influenced by the competition – does anyone still say, ‘If [brand name] is doing it we should too!’

 

Business Case Insight, Strategy & Success for Investment into Customer Experience/UX

Does your organisation truly understand the value of satisfied customers? What would the financial consequences be to your company if the customer experience decreased? What if it increased? How does customer experience impact your companies costs and revenues?
Understanding the business case, identifying opportunities and creating successful strategies for investment into Customer Experience/UX is key to understanding the value of customer experience changing within your organization.

Personalising the Customer Experience Using Reliable Data

“Personalisation of the Customer Experience – Everyone is talking about it!
Understanding and responding to the right customer with the right message at the right time has been a basic marketing tenant for years. The rapidly changing consumer landscape along with the increasingly pervasive use of technology has yielded opportunities for businesses to leverage data to move closer towards the realm of personalized customer experiences. Consumers demanding personalization recognise privacy and risk tradeoffs. Organisations need to weigh up the investment required, security, and brand issues. Join this roundtable conversation and discuss the latest perspectives around data and personalisation.

The session will be facilitated around the following key conversation points;

  • Where have you seen good examples of personalisation of customer experience?
  • What made it effective?
  • What kind of data are you using to personalise the customer experience?
  • What have been some of your learnings?
  • We expect personalised service face to face so why is it some people feel apprehensive when it comes to personalisation in digital channels?
  • We increasingly know more about our customers and technology allows us to collect more data every day. Where do you think that creepy line is? How do we ensure that we don’t cross it?
  • Have you found personalisation has had a positive impact on your business? If so, do you measure it?
  • What do you think are the biggest mistakes in personalisation when relying solely on data?
  • Do you create personas to segment different customers into similar groups? Based on what?
  • What does the future hold for personalising the customer experience?

 

Achieving a Customer-Centric Culture in your Organisation

With Customer Centricity being the new reason de tat and differentiator for many companies, the key question on many CCO’s and C suite stakeholders’ minds are, how to ensure that their organisation lives, breathes, thinks and acts in the best interest of the customer? It is one thing to be declaring publicly a company’s desire to be more customer centric, but many companies struggle to really deliver on this promise beyond just having meaningful statements hung up on the executive office walls.

The session will be facilitated around the following key conversation points;

  • Can customer-centric cultures be engineered, or is it something inherent in the way a company’s culture has been evolving and adapting for many years?
  • Can customer centricity be achieved through popular groundswell from employees or must it be a top-down approach to instill the right direction for the company in order for it to work?
  • With the advent of more automation and robotics, what would this mean for companies to be customer-centric?
  • As the workforce changes to become more transient, more part-time and more made up of contractors instead of full-time, how does a culture of being customer-centric become engrained in the way companies deliver great service?
  • Is customer centricity here to stay, or is it a corporate fad that will soon come to pass, as was Lean, Decentralisation and Innovation?
  • How do we develop a healthy ecosystem that encompasses corporates, employees, government, partners (e.g. suppliers, vendors) and academia to collectively create a healthy customer-centric culture?
  • How should we measure whether a company is successful in developing a great customer-centric culture? NPS? Employee surveys?

Identifying, Measuring & Aligning Critical Customer Experience Metrics

How does your organisation use metrics to track and improve customer experience? Do the varied strategic approaches using NPS, CSAT, CEffort or a combination provide an honest and unbiased representation of the overall experience and satisfaction of customers? Are you measuring what you do with those results and your performance against them? Whilst every business is different, sharing these challenges and insights equips you to better determine and refine the strategy for your organisation.

The session will be facilitated around the following key conversation points;

  • What factors should be considered in determining the appropriate Customer Experience metrics for an organisation?
  • Which departments are involved in identifying the critical factors, developing and measurement of the metrics?
  • Which CX metrics do you use?
  • How do you embed the metrics into the business culture?
  • How do you build a supporting program for these metrics?
  • How do you measure the program’s results and refine your program?
  • How important is proving ROI?
  • What do you expect from a technology provider?
  • How do you envisage the future in this space?

 

NPS to Drive Improvement & Transform the Customer Experience

It’s time to move away from the basics and unlock the power of Net Promoter Score, in a true improvement sense and drive value for your customers.
Net Promoter Score is a metric many of us have come across and continue to encounter daily, often criticised for being ‘just a number’. But what if Net Promoter Score could be more than just a number?

Net Promoter Score and your measurement system can be a powerful metric for driving improvement and transformation of customer experience. It’s just a matter of how you apply it to your organisation.

The session will be facilitated around the following key conversation points;

  • How do you currently track NPS?
  • Can NPS be tied to actionable insights?
  • How well does your organisation understand your ‘customer story?’
  • What would happen if you applied true root cause analysis to your metric? Would you uncover more actionable insights?
  • How certain are you that your measurement system is accurate in identifying key customer opportunities?
  • How well do you think NPS is understood within your organisation?
  • Does your organisation truly understand what this metric is telling you?
  • What are the types of roles needed for true transformation of customer experience?
  • Is improvement down to understanding NPS or just simple delivery and execution?
  • What should you start with?
  • What are the types of skills needed to unlock the power of NPS?

 

Customer Insight & Analytics

With the abundance of customer data from multiple customer touchpoints now available, in theory, the ability to uncover actionable customer insights is well within the grasp of CX professionals. In practice, gaining a true understanding of your customers’ needs that leads to measurable activity plans, is a different matter.
The session will be facilitated around the following key conversation points;

  • How analytics and core customer data can be transformed into actionable insights.
  • Different tactics for gathering and analysing data across your customer touchpoints – and how effective they are for different channels.
  • How are we dealing with survey fatigue?
  • How we measure the what and the why – how do we go deeper in understanding the emotional drivers for our customers’ rational actions?
  • How we can use customer data to demonstrate the effectiveness of CX activity.
  • How data and insights can be used to inform and educate our colleagues and drive actionable internal change.

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