CC21

AGENDA

The most comprehensively researched CX and Customer Insights conference agenda in the region.

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Customer Connect 2021 agenda

Thursday, 18 November

8:00

Registration Opens

Ashton Media

8:50

Opening Comments

9:00

International Keynote: The Cheesecake Factory: How a Legacy Brand Reconnected With Its Customers During a Time of Change

9:30

Partner Keynote: Mastering the Art and Science of Customer Experience

Hubspot logo

10:05

CX Track
The CEO Perspective: Leading a CX Transformation From the Top Down

Customer Insights Track
Fireside Chat: The Happy Customer Score – Leveraging Customer Feedback to Bridge the Gaps Between Expectation and Experience

10:35

Coffee Break & Networking

11:00

CX Track
Panel discussion: Empowering the Organisation to Think Customer-First: Employee Mindsets and Cultural Change

Customer Insights Track
Why Do So Many Bad Customer Experiences Still Exist? – Lessons From a Decade of Closing the Loop Between Insights and Action

11:45

Partner Keynote: Delivering Frictionless Customer Experiences During Onboarding and Authentication: The Digital Identity

Mastercard

12:15

CX Track
Taking Your CX Transformation to the Next Level: Exploring the Role of Organisational Empathy

Customer Insights Track
How to Impactfully Influence: Leveraging Customer Insights and Research to Instigate Real Change

12.45

Networking Lunch

13:30

Partner Keynote: Putting CX at the Heart of Innovation

InMoment&Rest logo

14:00

Is CX OK? The Industry Has Spoken

14:30

Partner Keynote: Redefining the Relationship Between Customer and Brand – What Does it Take to Build Trust and Embrace Creativity?

Adobe

15:00

Coffee & Networking Break

15:20

CX Track
Redefining How You Service Your Customers: Empowering Human Centered Design

Customer Insights Track
Getting to Know Your Customers: The Ever-Changing Customer Persona

15:55

Keynote: Delivering Customer Experience in a Highly Complex Environment

16:25

International Keynote: Predicting Customer Needs and Improving the Customer Experience with Behavioural Science

16:55

Closing Comments

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