KEY DATES

Brought to you by

since 2008

Future Events

Introducing the Hin-Gold Method | Harnessing the Voice of the Process

Hosted by: David Hingley

Date: February 29, 2024 - 5:00 pm

Location: Zoom

Join Us

One of the biggest challenges in modern CX is that your VoC scores are almost always measured AFTER the event. But what if you could accurately predict what your VoC score was going to be BEFORE it happened? The Voice of the Process delivers this capability!

Created by David Hingley and Ian Golding, The Hin-Gold Method is proven to deliver the Voice of the Process with outstanding results.

Correlating at a rate of over 90% with a businessโ€™s Voice of the Customer scores, this method also delivered a +1.5ppts increase in group VoC, a 50% reduction in complaints, 5% increase in employee engagement, and a 26% reduction in contact centre cost.

Join us for this informative on-line session to be exposed to global best practice and learn how two pioneering industry-leaders delivered the Voice of the Process | VoP!


What makes a kick-arse employer brand?

Hosted by: Simon Andrew

Date: March 5, 2024 - 10:00 am

Location: Zoom

Join Us

What makes a kick-arse employer brand?
It's a tough question, but Simon attempts to answer this from drawing on his interviews with 16 employer brand professionals, some recent insight, his own experience, and a few honest admissions.

Basically it's a combo of two seasons of podcast interviews, my own projects, observations of wider brands, and a recent small scale research project.


Mastering Complaints: Turning Customer Feedback into Gold ๐Ÿ’ก

Hosted by: Scott Lee Holloway

Date: March 26, 2024 - 5:00 pm

Location: LinkedIn Live

Join Us

Join complaints management expert and certified CX Professional Scott Lee Holloway, CCXP live on LinkedIn as we delve into the art of complaints handling and how to leverage the valuable insight for business success. Discover how to utilise customer feedback to pinpoint and address pain points, feeding into a continual improvement cycle. Don't miss this opportunity to learn how to transform complaints into catalysts for growth! ๐Ÿ”๐Ÿš€


CX in the BoardRoom

Hosted by: Frederique Kamp

Date: April 10, 2024 - 5:00 pm

Location: Zoom

Join Us

Numerous dedicated and skilled CX professionals passionately dedicate their daily efforts to assist teams and departments in enhancing distinct segments of the customer journey and employee experience. Marketing diligently establishes Voice-of-the-Customer programs, Customer Services refines their support systems, Sales adopts a more consultative approach, while IT ensures the organization has optimal tools for both customers and employees. However, amidst these endeavours, the critical question remains: Does the entire organization share a cohesive vision and a unified understanding of the customer?

This prompts consideration about the pivotal role the boardroom plays in fostering this unity. The boardroom holds a vital responsibility in cultivating a shared vision that permeates every layer of the organization. By championing a collective understanding of the customer, they set the tone for alignment, ensuring that every facet of the company operates harmoniously towards a singular customer-centric goal.


๐†๐จ๐ข๐ง๐  ๐๐ž๐ฒ๐จ๐ง๐ ๐’๐ฎ๐ซ๐ฏ๐ž๐ฒ๐ฌ: ๐๐ž๐ฐ ๐–๐š๐ฒ๐ฌ ๐จ๐Ÿ ๐†๐š๐ญ๐ก๐ž๐ซ๐ข๐ง๐  ๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐…๐ž๐ž๐๐›๐š๐œ๐ค ๐๐จ๐ฐ๐ž๐ซ๐ž๐ ๐›๐ฒ AI

Hosted by: Ian Golding

Date: June 3, 2024 - 5:00 pm

Location: LinkedIn Live

Join Us

Explore the future of customer feedback with our Ian Golding in this enlightening session. Move beyond traditional surveys and discover innovative AI-powered methods for capturing valuable customer insights. Ian will share cutting-edge approaches, techniques, and real-world examples, empowering you to elevate your customer feedback strategies and drive meaningful improvements in your business. Join us for an engaging discussion on the forefront of customer experience innovation.


CX in the BoardRoom 2

Hosted by: Frederique Kamp

Date: September 11, 2024 - 5:00 pm

Location: LinkedIn Live

Join Us

In an exclusive judges' session, we explored the dedicated efforts of CX professionals to enhance the customer journey. Despite individual departmental improvements, a critical question arose: Does the organization share a unified customer-centric vision? This highlights the crucial role of the boardroom in fostering unity and setting the tone for alignment across the company. Now, let's hear what the wider audience has to say.


๐–๐ก๐š๐ญ ๐ข๐ฌ ๐ญ๐ก๐ž ๐“๐จ๐ญ๐š๐ฅ ๐„๐ฑ๐ฉ๐ž๐ซ๐ข๐ž๐ง๐œ๐ž (๐“๐—)

Hosted by: Ian Golding

Date: October 7, 2024 - 5:00 pm

Location: LinkedIn Live

Join Us

Delve into Total Experience (TX) with one and only Ian Golding. Ian will demystify TX in this session, exploring its significance, components, and how organizations can orchestrate a seamless blend of customer and employee interactions. Join us for an insightful discussion!