THE ANNUAL CUSTOMER EXPERIENCE(CX) MANAGEMENT SEMINAR 10-11 DECEMBER 2019 AT KSMS, NAIROBI, KENYA
THE ANNUAL CUSTOMER EXPERIENCE (CX) MANAGEMENT SEMINAR 10-11 DECEMBER 2019 AT KSMS, NAIROBI, KENYA
INTRODUCTION
In today's world where digitally-savvy and always connected customers have the power to choose between brands, customer experience is the new battleground leading companies are competing on to differentiate and deliver value.
Customer Experience (CX) is the overall quality of all the interactions a consumer has with a company and its products and services.
It is one of the hottest topics in the world of businesses today.
Digital transformation enabled customers to take the lead in the purchase cycle.
This reality is exerting pressure in businesses to create meaningful and remarkable customer experiences.
Brands need to design customer experiences that meet customer expectations.
This transformation is an opportunity to eliminate underlying customer pain points and re-invent customer experiences (CX) – from the customers’ point of view – making it faster, easier or more convenient than traditional channels to engage.
Understanding the customer takes a deeper level by analysing customers’ root motivations, desires and pain points. Having a detailed and multidimensional understanding of customers is essential and will help determine the right CX initiatives to invest in and the best approach for customer adoption.
More and more, brands need to design marketing strategies to address specific needs of their customer base. CX initiatives should clearly promote the benefits that customers value, such as, time savings, convenience and faster results.
Learn how to create strategy and CX program that encompasses all customer interactions. Such CX program entices customer to remain loyal and become advocates of your brand.
Venue: The Kenya School of Monetary Studies, Nairobi City County, Kenya.
Date: 10th-11th December 2019
Course Fee: Ksh. 38,200/- inclusive of 2 days attendance, 5-course meals, seminar kit and taxes
Pay Scheme: Package of 3 Delegates get 1 Free Slot
TOP REASONS TO ATTEND THIS EVENT
1. Gain hands on practical knowledge from experts in the industry
2. The opportunity to network and grow with your peers
3. Learn from other organisations who have excelled in their customer experience journeys
4. Expert input across the 2-days plenary
TOPICS TO BE CRITICALLY DISCUSSED
• Creating a high quality Customer Experience Through Every Touch Point
• How to Balance Technology and People Inputs for the Ideal CX
• The Future of Customer Experience Management -Digitising the Entire Customer Journey
• Delivering an exceptional customer experience
• Meet New Customer Demands: Transform Customer Service to Deliver an Unforgettable Experience
• Meet Customers on their Channel of Choice: Private messenger, WhatsApp, Text and more
• Cement Loyalty in the Customer Service Department: Build 2019's Workforce and Retain Them
• Psychology of customers | Data, analytics and more
• Customer engagement at the heart of the organization.
• Changing demographics - What makes our customers tick?
• Creating a concept to delivery roadmap for your CX strategy
• Emerging CX trends | What do organisations need to know?
SEMINAR OUTLINE IN DETAILS
1. Customer Experience (CX) and Data Analytics
How marketers utilized data to deepen understanding of Customer Experience (CX)?
Data is now the world’s most valuable resource.
Digital transformation is happening as data-driven economy is pushing its processes to fully understand its customers.
How businesses do used data as a strategic differentiator in creating positive customers experience?
2. How to create Customer Experience (CX) Program?
Context marketing gives you the power to understand your customers and offer them a truly personalized experience. It can help to deliver the right content or services to the right people at exactly the right time.
Marketers, who are aware of their customers’ current and past interactions, know exactly where customers are on the decision journey. They assess and figure out what might improve the customer journey and guide customers toward purchase. These marketers effectively manage the customer experience. Learn new approaches in creating successful customer experience program from the early stages of transformation to more mature stages of customer delight.
3. Measuring CX
How do you efficiently measure your Customer Experience (CX) ROI? Use data and customer experience metrics to guide your strategies. Know the other ways, apart from financial and customer feedback, that can help you measure if your CX strategy is working.
4. Next-Level Personalization Creates Killer CX
Brands become CX leaders by personalizing engagement in a relevant, valuable, and entertaining way. According to Forrester, ‘Superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience’. Here are four guideposts to creating killer CX and getting it right.
5. A Make or Break Business Factor: Engaging Customer Experience (CX)
A personalized experience, enabled through honest, relevant communication and information-sharing, engenders trust, which is both harder to maintain and more important for all companies than ever before. So, what makes an engaging Customer Experience (CX).
6. 7 Customer Experience (CX) Trends in Retail
Customers expect a digitally-supported shopping experience, yet retailers struggle to provide it. Here are 7 trends that will affect the future of retail.
7. Effective Customer Retention Strategies
To deliver a great customer experience, you have to know your customer better than ever before. Creating and maintaining complete customer profiles will help your company understand and measure your customers’ journeys at every touch point across multiple channels. By doing so, you will be able to deliver relevant offers to customers and have closer relationship with them that will drive loyalty and retention.
8. Panel Discussion on Organizational and Cultural Changes
Moving towards a customer-centric organization presents both challenges and opportunities. Customer-centricity is the future and an effective technology strategy is the stepping stone to realizing this goal. Customer-centric leaders should implement a strong VoC (Voice of the Customer) program and strategy and improve customer experience in order to drive profit and gain competitive advantage.
WHO SHOULD ATTEND
Managing Directors, General Managers, Business Owners, Entrepreneurs, Innovators, Business Development Directors/Managers, Strategic Planners, Corporate Planning Executives, Middle to Senior Level Decision Makers, CMOs, Brand Marketers, Product Managers, Category Managers, Advertising Managers, Sales Managers, CRM Directors/Managers, Digital Directors, Digital Marketing Service Providers, Agencies, Publishers, Media, E-Commerce Entrepreneurs, Startups, Account Managers, Branch Managers, Sales Managers/ Officers, Customer Service Representatives and Agents, Customer Care Personnel, Account Managers/ Officers, Government, Academe, and those who are involve in customer experience management and responsible for driving innovation, strategy, marketing, business development, and practicing business excellence and continuous improvement in their organization.
Reviews on Past Customer Experience (CX) Management Seminar …
1. Very informative. Expectations were exceeded. – Luis Castillo, Zuellig Pharma
2. Very insightful seminar. – Jon Lendl Mendoza, Petron Corp.
3. I learned a lot on business process. – Teodoro Licayu, Jarco Resource Corp.
4. Topics were relevant and discussed in an orderly manner. – Dennis Makalintal, PNOC-EC
5. Speakers are all knowledgeable about the topics. The presentations were engaging and most of it are applicable to our company situation. – Ruth Chiva, Zuellig Pharma
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Program in Detail
The seminar leaders use a mix of lecture sessions, group exercises and class discussions to create an effective environment for learning digital marketing tools and concepts.
This seminar is filled with many examples and illustrations to use as reference point afterwards.
A check-in desk on the venue will be open from 8:00 a.m. and the seminar will run from 8:30 a.m. to 4:30 p.m. each day.
Your Investment will cater for; Presentation, Facilitators fees, A Take Away Workbook, All Training Materials (videos & manuals), Certificate of participation, Sumptuous Meals, Photography & Refreshments.
(Travel, Visa & Accommodation is self-sponsored. However, upon request, we shall assist in hotel & travel reservations.)
Sponsor Background
Delight Africa is one of East Africa’s most respected providers of professional seminars with a reputation for high-quality, convenient and practical business-skills training in every industry and sector.
As we continue to grow, expand, and change to meet client and market needs, we always remember that every individual customer matters and that collectively, they are our most valuable assets. That’s why our goal is the same today as it was 8 years ago – to provide the best choice in business skills training with maximum convenience to help you – our customer – achieve success!
Limited slots are available for this Event.
For information on participation, contact Catherine.
At your service,
Catherine Wanja,
Delight Africa Ltd,
Dev Towers - 4th Floor, Suite 4A
Biashara Street, CBD Nairobi
P.O. Box 12269 - 00100, Nairobi Kenya
Land line: +254 722 533 771 (or) +254 700 221 221
Fax : 020 222 54 39
WhatsApp : +254 729 236 920
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