AGENDA
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
Tuesday
8:00
Breakfast & Opening Comments
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
Transforming Customer Experiences to Help People Get Their Lives Back
11:00
Track #1
Partner Breakout: Will Your CX Strategy Drive Growth in a Post COVID World?
Track #2
Partner Breakout: A World Beyond CRM – How to Deliver Better End-to-End Customer Service to Drive Better Customer Experiences
11:35
The Customer-Centric Transformation: How Do You Take a 193-Year-Old Organisation Into the 21st Century?
12:15
Track #1
Partner Breakout: The Customer Experience Maturity Journey
Track #2
Partner breakout: Reimagine CX – Go Beyond NPS to Leverage Feedback
12:40
Networking 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 1: Championing an Empathetic Customer Experience
Think Tank 2:What Does It Take to Establish a Truly Customer-Led Culture? (Virtual only)
Think Tank 3: Bringing Innovation to CX – Keeping up With the Pace of Change
Think Tank 4: You’ve Got a CX Strategy. Now What?
12:00
Humanising the Customer Experience: How Hollard Insurance Demonstrates That It Truly Cares About Its Customers
12.30