Words are almost certainly the main thing your company produces: emails, ads, web pages, product descriptions, app content, help articles, Ts&Cs, customer service scripts, complaints responses, and on, and on. And they’re probably the main way your customers (current and prospective) interact with you. But the power they have to shape people’s experience is often wildly underappreciated – companies will spend a lot of time and money on some words and give very little attention to others, without realising the damage that does to trust, loyalty and ultimately the bottom line.

We’ll take a whistlestop tour through the theory and science behind why language is much more important than most companies realise, and why so much business writing just isn’t effective. And we’ll look at how Monzo Bank has used this secret power to rocket to 8 million customers in just 8 years and consistently get industry-leading customer satisfaction scores.

There will be bad jokes – apologies in advance.

In this session, we’ll hear how NSW Telco Authority revolutionised customer experience by turning customer insights into meaningful actions for their core customers – the Emergency Services Organisations of NSW.

NSW Telco Authority first introduced a CX strategy and customer satisfaction program to better understand the needs, pain points and priorities of their unique customers. They went on to use those insights to shift their organisational culture towards customer centricity, implement new processes and inform technology developments.

As the program matured, the organisation used human-centred design methodology to prioritise customer needs in decision-making and identify innovative, fit-for-purpose solutions to the communications challenges of emergency services. This culminated in their first customer-led, co-designed project to develop reliable in-field broadband solutions – a critical need for first responders given the environments and situations they are required to work in.

Join to hear how NSW Telco Authority transformed customer insights into customer-led co-designed projects to keep first responders and the people of NSW safer in emergencies.

Organisations introduce digital transformation initiatives in a race to keep up with the increasingly exacting expectations of today’s consumers, but they often struggle to develop and implement a clear, effective transformation strategy. Fortunately, there are ways to simplify this process and get more value out of transformation initiatives and technology investments. If the final goal is to become more competitive, achieve better customer acquisition and retention, and grow revenue, then digital transformation must focus on identifying and understanding users in order to exceed their expectations and keep them coming back.

Join this breakout presentation with Steve Dillon, Head of APAC Architecture at Ping Identity, for a discussion of digital transformation best practices. See how identity can help your organisation accelerate digitalisation, give customers the experiences they demand, deliver services faster, and outpace the competition.

Key Takeaways:
• Key digital transformation goals and challenges
• Potential pitfalls and how to avoid them
• How to prioritise initiatives based on the top needs of the business
• How legacy and modern systems can coexist and work in harmony
• How to address technology integration challenges
• Improved methods for quickly testing and rolling out new services

See our consumer survey here: https://download.pingidentity.com/public/assets/misc/3743-2023-consumer-survey-brand-loyalty-digital-economy.pdf

As organisations strive to leverage customer insights at a strategic level, we see many organisations coming full circle with the structure of their insights function; having decentralised and now moving back to centralised. The causes of this are broadly strategic and technological, unifying insights from across the business and insuring insights remain free from influence by other business functions. Yet, the compromises in agility may hinder the ability to adapt quickly to fast paced and diverse business environments.

Naturally there are benefits and drawbacks to each approach and it’s often a case of degrees of centralisation. This panel aims to explore why the trend has occurred, how to manage the transition efficiently and to provide enough background for you to know which is the right approach for you. The key questions we will explore are:
– What are the driving factors behind the shift towards centralisation and how does it align with organisational goals and objectives?
– How do we bring together disparate insights being gained by other functions across the business and what should you be collaborating on?
– What are the technological imperatives behind the move, and are they universal for all businesses?
– How does centralisation impact the skill sets required within the insights function?
– What are the lessons in managing the change as cost-effectively as possible?
– How do we navigate the future being lot’s more insights in increasingly different ways?
– Does technology reduce the effectiveness and need for decentralisation?

In this unique case-study we will be delving into how customer insight practitioners complete their question for enhanced customer and commercial outcomes in the face of strong economic headwinds.

From there, we will touch on how we can rethink CX survey design, so that the design and power of humanised surveys can automatically capture customer experiences. The session will explore the ways in which AI can mine unstructured customer feedback at scale; diving into the importance of transparency and accessibility in sharing these insights.

Other key areas of focus are:

Closing the Feedback Loop – The necessity of acting on customer feedback, reinforcing trust and credibility.

Strategies to embed a CX culture and drive enhanced employee engagement – Provide strategies for helping employees transition towards a customer-centric mindset, addressing their specific concerns, and linking program outcomes to business measures.

This session offers you a comprehensive guide to reshaping your approach to customer insights and promoting a culture of customer-centricity. Join to gain actionable strategies for enhancing customer satisfaction, boosting employee engagement, and improving overall business performance.

In today’s dynamic business landscape, the traditional voice of customer methods often limit at business in its need to truly understand and serve the customer. In this very special session, we’ll be hearing from Danielle Elmasri, Customer Experience and Research Lead at PEXA as she explores the current constraints with conventional VOC approaches, while shedding light on the need for innovation.

We’ll also touch on the need for diversifying data sources and the pivotal role of AI and advanced analytics in harnessing customer feedback and insights. By showcasing how it’s been done at PEXA, this presentation will elucidate how AI technologies can enable organisations to unlock the full potential of customer data, providing deep and more actional insights that drive meaningful change beyond the confines of closed-loop feedback programmes.

Join this exclusive session to hear from Andres Mendez as we take a look at ALDI’s roadmap to become truly customer centric. Crucially, in times when insights must continually demonstrate its business contribution, this session will show how ALDI have developed a value framework and how to apply to your organisation.

Also, Andres will be exploring the onboarding process and how ALDI’s insights team have secured buy-in for their programme across a large organisation by setting value as the lead measure of business strategy.

Finally, the session will touch on how to design your practice (insight and CX) and ‘’business projects’’ in line with your value framework.

As the UK’s leading convenience food retailer and funeralcare provider, and one of the world’s largest co-operative organisations owned by its millions of members, Co-Op’s customers truly do lie at the heart of the organisation. The more successful they are as a business, the more they can give back to their members and their communities.

But, in a challenging economic climate and as the cost-of-living crisis continues to put pressure on consumers, Co-Op are doubling down on their customer-centric efforts; they’re investing £240m into their member proposition to better support their customers, drive loyalty, and fuel their growth.

In this session, we’ll hear from Kenyatte Nelson, Co-Op’s Chief Membership and Customer Officer, as he shares what that commitment to the customer looks like for them as a member-owned business, and the learnings that non-co-operative businesses can take from their efforts. He’ll share how they’re leveraging the customer experience to drive incremental value for the business, and how they’re working to monetise their first-party data as part of that strategy.