Let’s break down the silos!
Hosted by: Edwin Best
Date: April 18, 2023 - 5:00 pm
Quite a long time ago, around 1750, the industrial revolution started; The organisation and structuring of work which has contributed a lot! But nowadays - with demanding customers and employees - we experience the downsize; companies are mostly “vertical” organised in BU's or departments: Silo’s, which is contrary to a “horizontal” customer journey. In this webinar, we discuss the consequences from a CX point of view and discuss possible solutions.
The Impact of AI on Customer Experience: Opportunities and Risks
Hosted by: James Wilson
Date: April 25, 2023 - 5:00 pm
AI has transformed digital customer experience by enabling personalized and real-time interactions, improving accuracy, and automating routine tasks. AI algorithms analyze customer data to tailor offerings, provide personalized recommendations, and promotions. AI-powered chatbots and virtual assistants answer queries and resolve issues instantly, providing a seamless customer experience. This frees up customer service agents to focus on more complex issues. AI algorithms analyze vast amounts of data to improve search algorithms and recommendations engines, leading to more accurate and relevant results. Overall, AI enables companies to provide more personalized, efficient, and relevant experiences to their customers. As AI continues to develop, we can expect even more significant improvements in digital customer experience.
The State of Customer Experience: 5 Keys to Retention and Loyalty
Hosted by: Ginger Conlon and Claire Beatty
Date: May 3, 2023 - 5:00 pm
One-third of consumers globally switched providers in the past year after a poor service experience. This reality raises the bar for organizations looking to reduce churn. But what are the primary sources of customer frustration? And how can CX leaders eliminate them? During the May 3, 2023, meeting of The Judge Club, Claire Beatty and Ginger Conlon share findings from the Genesys report “The State of Customer Experience, 3rd edition” that dive into where customer expectations and business priorities diverge. They’ll also provide recommendations on closing those gaps to improve retention and loyalty.
How to spread CX knowledge in an organisation and turn it into tangible actions
Hosted by: Olga Potapsteva
Date: May 24, 2023 - 1:00 pm
How does one keep up to date with the latest and greatest in CX and share what's relevant with the stakeholders? How to spend CX budgets wisely on education that is actionable? How to access easy, trustworthy and practical CX knowledge for CX and non-CX professionals? In this session you will get an overview of CX knowledge sources and discuss winning combinations.
Mindset Matters – How to Maintain a PMA as a Brand Ambassador on the Frontline
Hosted by: Marie Cross
Date: June 6, 2023 - 5:00 pm
Our external world is a direct reflection of our internal world – our inner thoughts impact our feelings, which impact our behaviour, which impacts our actions, which affects our results and outcomes. So, it all starts with a THOUGHT – and a thought CAN be changed! And we MUST change our thinking if we’re not in the right mindset, to ensure we stay positive & upbeat to support our Brand Ambassadors on the frontline. Behaviour breeds behaviour and attitudes are totally contagious so, as leaders &/or movers & shakers of our business, we MUST ensure that OUR attitudes are worth catching! This session will consider the key ingredients of a healthy mindset that really matters to our own and our colleagues / clients’ success AND look at how to maintain a Positive Mental Attitude (PMA) when you’re representing your brand on the frontline.
Mastering the Science of Agility: Never Experience the Turmoil of Change in your Business Again
Hosted by: Zuleka Kaysan and Ivan Palomino
Date: June 21, 2023 - 5:00 pm
Join us for an insightful webinar on how to build an agile business that can easily anticipate and navigate change. Led by Zuleka Kaysan, an innovation specialist, and Ivan Palomino, a behavioural designer, you'll get a 360-degree perspective on the structural and cultural enablers that drive results. Backed by science, this webinar offers practical tips and valuable insights on how agile and adaptable companies gain a clear advantage over those that are not. Don't miss out on the opportunity to minimise upheaval and disruption in your business - register now!
How OKRs create customer-centric behaviour
Hosted by: Carsten Ley
Date: June 29, 2023 - 3:00 pm
OKRs (Objectives & Key Results) are an agile Goal-setting methodology focusing on external outcomes rather than just measuring work output. That means that all teams in the organization are not only responsible to get their job done but also to measure how their work impacts customers, partners, 3rd parties etc. which is normally measured by Experience Management.
Let us learn more and discuss it together!
Understanding cultural differences in CX
Hosted by: Ian Golding
Date: July 3, 2023 - 5:00 pm
Understanding cultural differences in CX – ‘Putting the customer at the heart of everything we do’ is a universal phrase – but how do cultural differences around the world impact an organisations ability make the words become a reality?
Agile CX Implementation
Hosted by: Olga Potapsteva
Date: September 13, 2023 - 1:00 pm
Olga will be sharing some practical tips on how to move CX from a 'business educator' to a 'business contributor' mode. Identifying customer journey improvement opportunities is just a start. Using real cast studies, we will explore how Agile CX Implementation toolkit can help prioritise opportunities and turn them into business projects that get done. By initiating projects that drive business and customer value CX earns the right to sit at the leadership table. You will have an opportunity to share and discuss your CX implementation challenges during this session.
The importance of getting recognition and building authority as a CX Professional
Hosted by: Ian Golding
Date: November 6, 2023 - 5:00 pm
The importance of getting recognition and building authority as a CX Professional – The role of the CX Professional is not an easy one. Influencing an organisation to adapt its mindset to become ‘customer led’, requires courage, persistence and mental strength. How can a CX Professional get recognition and build authority to give them a greater ability to make it happen and increase momentum?