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!