AGENDA
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
Tuesday
8:00
Breakfast & Welcome
8:50
International Keynote: Walking the Tightrope – Using VoC to Balance CX and Operations Metrics
9:30
Partner Keynote: The Customer as Sherpa: Using Feedback to Navigate Change
10:00
Coffee Break & Networking
10:20
Moving the Needle on Customer Satisfaction: The Role of Customer Insights
11:00
Partner Breakout: Regaining the Momentum: The Skills Your Team Needs to Get Back on Track
11:35
Growing the Impact and Influence of an Insights Team
12:15
Partner Breakout: Supercharging Customer Insights with Artificial Intelligence
12:40
Lunch
13:30
The Great Debate: Is NPS Still Fit for Purpose?
14:35
Wine Tasting
14:35
Golf
14:35
Workshop: How EX Affects CX – A Data-Driven Approach to Building Competitive Advantage
17:00
Relax + Recharge
19:00
Pre-Dinner Drinks Reception
Hosted by Ashton Media
19:45
Dinner
22:00
Close
Wednesday
8:00
Villa Checkout
8:00
Breakfast & Opening Comments
8:50
Partner Keynote: Move Over CX. It’s All About XM now
9:30
International Keynote: Connecting Company Culture to Customer Experience
10:10
Navigating Through Crisis
10:35
Coffee Break & Networking
11:00
Think Tank 5: Customer Insights – The Self-Service Model (Virtual)
Think Tank 6: Structures and Skillsets – Creating a Best in Class Insights Team
12.00
Breakout: The Design and Delivery of Customer Research
12.30