Customer Insights new logo

AGENDA

This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.

Monday

17:00

Delegate registration

20:00

Welcome drinks

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

Medallia

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

Confirmit

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

Qualtrics

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

Lunch & close of Symposium