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Agenda

Monday 9 April

17.00 – 18.45
Monday

Delegate Registration

Tuesday 10 April

08.00
Tuesday

Breakfast & Opening

08.40 – 08.50
Tuesday

Breakfast & Opening Comments

 

08.50 – 09.40
Tuesday

International Keynote: One Question to Change the Way You Think About CX: Would You Do That To Your Mother?

09.40 – 10.10
Tuesday

Great Expectations: How to Become the Company Your Customers Want You to Be

10.10 – 10.50
Tuesday

Panel: The Customer-Centricity Challenge – Where Are You on Your Journey?

10.50 – 11.10
Tuesday

Coffee & Networking Break – sponsored by Bold360

11.15 – 11.40
Tuesday

The Optimized Customer Experience – Achieving Harmony Between Bots & Humans

 

The 5 Principals of a Winning Digital CX Strategy

 

The Key to Award Winning CX and NPS

 

11.50 – 12.20
Tuesday

Radical Humanization of the Workplace

12.30 – 13.00
Tuesday

Demonstrating ROI: Acting on cross-functional CX insights

 

Marrying your digital and contact centre strategy to deliver a seamless customer experience.

 

Customer Experience at the Crossroads

 

13.00 – 13.50 
Tuesday

Networking Lunch

13.50 – 14.20 
Tuesday

Keynote: When Industries Converge – Winning on CX
 

14.20 – 17.00
Tuesday

Wine Tasting
Sponsored by Zendesk

Workshop: How to Build Your Customer-Driven Growth Engine

 

Golf

19.00 – 19.45
Tuesday

Pre-Dinner Drinks Reception

19.45 – 21.45
Tuesday

Dinner

22.00
Tuesday

Close

Wednesday 11 April

08.00
Wednesday

Villa Checkout

08.00
Wednesday

Breakfast & Opening

08.50 – 09.20
Wednesday

Keynote: Moving Mountains: How Cross-functional Collaboration and Communication Can Remove Roadblocks and Build Bridges to CX Success

09.20 – 09.50
Wednesday

International Keynote – Connecting to Your Customer’s Heart Not Just Their Voice

10.00 – 10.30
Wednesday

Keynote: Relentless CX Iteration: Innovation Through Experimentation & Iteration

10.30 – 10.50
Wednesday

Coffee & Networking Break – Sponsored by Bold 360

10.50 – 11.40
Wednesday

Think Tank: Technology as an Enabler – Future Proofing Your CX

 

Think Tank: CX as a Strategic Growth Pillar

 

Think Tank: Designing Your CX Dream Team for Effective Execution

 

Think Tank: Creating More Personalised and Meaningful Customer Experiences

 

11.40 – 12.10
Wednesday

NPS – Turning Theory into Practice

12.10 – 12.40
Wednesday

Closing Keynote: CX Isn’t a Business Unit – It’s a Mindset. 

12.45
Wednesday

Lunch & Close of Symposium – See You Next Year!