Roundtable selection

During the event you will participate in three of the roundtable topics below. Please indicate your topics of interest in order of preference. In the event that there are no spaces on a preferred table we will allocate an alternative choice, therefore please select your top five. We will email you your confirmed agenda one week prior to the event.

Description of each of the roundtables can be reviewed below.

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Having trouble registering? Call us on 02 8228 6900 or email bernadette@ashtonmedia.com.au and we will help you out.

Roundtable topics

1. Achieving Omni-channel Experience	The idea of ‘omnichannel’ has been floating around for a while and organisations are realising this is one of the most complex challenges they are facing. We’ve seen significant shifts in online and offline behaviour over the past few years and organisations are struggling to keep up with these shifting expectations. Every business is being forced to think of their omnichannel strategy and truly define what being omnichannel means to them.    The session will be facilitated around the following key conversation points;   What does it truly mean to be omnichannel in your organisation? What is your business trying to achieve by being ‘omnichannel’? How are different parts of the business viewing or defining this? Which parts of the business are being engaged in this initiative? Is this simply a technology play, sales & marketing strategy and how does this fit into the overall customer experience strategy?   What internal roadblocks and cultural barriers are being faced by you in this journey? How are senior executives aligned with such initiatives and how are they supporting it What external factors are forcing the urgency of this initiative? Are behavioural shifts in consumers driving this more than competitive pressures?  How much of this is being driven by the Voice of the Customer and Consumer/Customer Insights?
2. Business Case Insight, Strategy & Success for Investment into CX/UX/EX	Are you using pilots and quick wins to bolster your business case for success? Do your executives/decision makers really understand the value of CX/UX/EX? Understanding the business case opportunities and potential challenges/objections is key to creating successful strategies for investment into CX/UX/EX. Is the customer at the heart of decision making in your organisation? The session will be facilitated around the following key conversation points;   Are you leveraging pilots and quick wins to support your business case? Does you need organisation-wide and executive-level education in customer experience to help unlock the benefits? Executives understand CX at a high-level however are they investing into driving improvements? How will customer experience investment impact your business? How do you raise awareness of this? What is your current method to determine how much to spend on Customer Experience?  Which stakeholders in your organisation will influence a great user experience? Who are the key decision makers for your customers? Is your business case aligning to the business plan and key objectives? How can you ensure customers are at the heart of decisions?
3. Moving the Needle on Employee Experience to Drive Customer Experience	There is a direct link between employee experience and business performance. Author of The Employee Experience Advantage Jacob Morgan, found that EX Leaders “had more than 4 times the average profit and more than 2 times the average revenue.  They were also almost 25 percent smaller, which suggests higher levels of productivity and innovation”. Businesses who invest in the lived experience of their employees, are better equipped to drive CX and desired business outcomes. The session will be facilitated around the following key conversation points;   What is employee experience? How do you define EX in your organisation? What are the key milestones in your Employee Experience Roadmap? How would you describe the maturity of your EX strategy? Who is responsible for EX Strategy in your business? Which areas of your EX Journey require attention or improvement? What is the one improvement that will have the greatest impact? During times of economic downturn, how will you maintain EX momuntum if resources reduce or are limited? How do you measure and link Employee Experience to your Customer Experience Metrics? Can you demonstrate a return on investment?
4. From Customer Centric to Customer Obsession	Organisation’s need to keep up with the rapid pace of change due to the ever-evolving expectations of the customer. With so much choice at the customer’s finger-tips and the ease of switching to another brand, organisations run a real risk of losing customers if they aren’t truly focused on the customer. This session will explore the commonalities and differences between customer centric to customer obsessed and discuss how as leaders we can help create a customer obsessed culture.  The session will be facilitated around the following key conversation points;   On a scale of ‘customer centric’ to ‘customer obsessed’ where are you today? How do you build a customer obsessed culture? What are some of the challenges of changing the organisation paradigm and culture into being truly customer obsessed to deliver incremental customer value; What needs to stop and start to ensure us as leaders are putting the right level of focus on the customer; If you were going to give advice to someone who is about to start their journey to accelerate CX through their employees – what would be your number one priority?
5. Aligning Customer Experience Metrics to Financial Outcomes	As CX Professionals, we inherently know that improving the customer experience will result in better financial outcomes. However, being able to measure and demonstrate the success of customer experience improvements in terms of financial outcomes is critical in gaining buy-in across the organisation. Proving the value of customer experience will drive an understanding of why your organisation needs to keep the customer front of mind. The session will be facilitated around the following key conversation points;   How are you currently aligning customer experience to financial outcomes? Have you achieved organisational buy-in? What are the “right” outcomes to measure the success? Do you have the right input to measure success? How do you use financial outcomes to shift the focus back to the customer?
6. Driving Transformation and Improvement from NPS	It’s time to move away from the basics and unlock the power of Net Promoter Score (NPS), in a true improvement sense and drive value for your customers.  NPS is a metric many of us have come across and continue to encounter daily, often criticised for being ‘just a number’. But what if NPS could be more than just a number?  NPS 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?
7. Customer Data, Insight & Analytics – Mapping the Future of CX & Digital Transformation	Digital Transformation is dominating the boardroom agenda, with the marketing function leading the modernisation charge. With the abundance of customer data from multiple customer touchpoints now instantly available, the ability to act on customer insights with personalised messaging, at scale, is now within the grasp of CX professionals.  The session will be facilitated around the following key conversation points;   How customer data, insight and analytics fit in with broader CX and digital transformation efforts. How digital analytics and core customer data can be transformed into actionable insights.   Leveraging data to attribute success and highlight issues across our service and experience channels.  The role of AI in leveraging insights to enhance service and experience delivery. Supporting your organisation to succeed in wider Customer Experience and Digital Transformation Efforts. Balancing Data Privacy and Personalisation in a changing regulatory environment. How we measure the what and the why – how do we go deeper in understanding the emotional drivers for our customers’ rational actions?
8. The Application of Emerging Technologies to Improve CX and Deliver Business Outcomes	Through the emergence of new technologies such as VR, chatbots, voicebots and the Internet of Things, the way in which brands and organisations can interact with customers is changing exponentially. In this round table discussion, learn from your peers the best way to start using emerging technologies to improve the customer experience and deliver business outcomes. The session will be facilitated around the following key conversation points;   Importance of starting with the customer problem/opportunity first rather than the technology Types of emerging technologies and customer experience use cases Experimentation and ongoing learning Cross discipline teams and working models Lessons learnt
The Cornerstone of CX: Establishing Customer Trust	Pick up any recent report and you will read that trust in on the decline, across all industries and happening on a global scale; but trust is a matter of perception, and perception is the domain of CX. So with more focus and investment across organisations in CX than ever before, why aren’t we seeing trust improve? During this round-table we will discuss what CX leaders can do to take charge of this trend, understanding what is driving trust and how to manage it across the entire customer’s experience. The session will be facilitated around the following key conversation points;   In your role, how do you think about the relationship between customer experience & trust? What are the most significant drivers and influencers of trust? What trust measurement and frameworks do you use? Why is trust on the decline? Does transparency = trust? How do you manage loss of trust through a crisis?