The Customer Experience Summit

The CX Virtual Summit Available OnDemand

ALL TRACKS

Keynotes

How to Manage Customer Experience in Challenging Times



The Effortless Experience: Conquering the New Battleground for Customer Loyalty



TRACK 1

Transforming CX

Transforming the Customer Experience... From the Inside Out



The Human Experience of Your Digital Customers



The Most Important Lever Contact Centres Aren’t Pulling

The Violence on the Customer Experience Journey



Climb Out of the Canyon: How to Escape the Insights-to-Performance Gap



Rocking Customer Experience



How Conversations Can Turn Your Cost Centre into a Profit Centre



The Power of Tiered Customer Service



TRACK 2

Unlocking CX

The Human Experience Cycle: Unlocking the Power of CX



Becoming a Low-Effort Service Organisation: Lessons Learned from Implementing Effortless Experience™



Forecast, Schedule, and Manage in a Highly Variable Environment



How to Manage Customer Delivery Expectations During COVID-19



TRACK 3

Evolving CX

The End of Survey-Based CX Measurement



The Evolution of CX: What Every Company Must Do to Win in the New Normal Economy



The Next Frontier of CX and What it Means to Contact Centres

Managing Customer and Employee Engagement to Drive Loyalty



How to Scale Without Sacrificing Support



When and Why You Should Consider Outsourcing Your Customer Service Team



TRACK 4

Driving CX

Become an Unforgettable Company



A Punk’s View on the 11 Things Stand Out CX Performers Do Well and What You Should Do About Them



How to Create a Customer Experience Vision



The Most Important CS Skills to Build During Uncertain Times



See Clearly! Visual Collaboration in Your CX



Remote is the New Normal: How to Continue to Adapt



TRACK 5

Building CX

The Convenience Revolution



Three Things your Customer Success Team Must Do to Turn Customers into Raving FANS



Satisfying the “Divinely Discontented Customer”



CSAT Improvement vs. Cost Optimisation: How to Achieve Both



How to Build Up and Manage Your Digital Customer Service Team



TRACK 6

Optimising CX

Simple Changes to Create the Future of Contact Centres



I Never Planned For This: 6 Lessons for Leading Through the Chaos



Communication, Convenience & Compassion: Keys to Success in a Post-COVID World



Supporting your Support Team: How to Navigate Times of Uncertainty and Change Together



Small Words, Big Impact



Reducing Effort in Times of Panic



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