Customer Show Middle East Conference Day 2

EXTRACTING SIMPLICITY FROM A COMPLEX WORLD

Panel discussion
09:40

Keynote panel: Who owns the customer journey?

•    Defining the scope of the Chief Marketing Officer role
•    Shrinking digital silos and becoming Customer Journey Engineers
•    Unravelling the complexity of the ever-evolving, non-linear buying decision
•    Employing a holistic approach to the buyer experience to consistently create, grow and win business
•    Justifying CX budgets to the Board and keeping track of CX processes throughout the entire organisation
Viktor Mayer-Schönberger
10:20

Keynote inspiration: Beyond the big hype: empowering marketers with big data

•    How exactly can data help you reach your sales and marketing objectives?
•    Connecting the dots: understanding your customers through data
•    Step change: discerning a new perspective on reality
•    Average is over: why conventional analytics fail
•    Market complexity: employing data to survive the evolution of mobile, technology and marketing channels
 
10:40

Speed networking

CUSTOMER SHOW

LOYALTY WORLD

SEAMLESS ENGAGEMENT

MONETISING MEMBERS

CUSTOMER SHOW
11:20

Case study: Enhancing customer and marketing strategy in a downturn market

•    Measuring return on investment
•    Ensuring execution matches marketing strategy intent
•    Rapidly responding to changes instigated by competitors 
 
LOYALTY WORLD
11:20

Unleash growth with your secret weapon – customer data

•    How can you practically use ‘Big Data’ for insights, innovation & marketing
•    Personalized marketing & engagement that really works
•    Managing change: how this impacts everyone in your organization 

 
CUSTOMER SHOW
11:40

Weaving social media into the marketing funnel

•    Social contact centres: engaging your customers in real time
•    Maximising ROI: organic vs. paid-for content
•    Engaging with customers on their platform of choice
•    The benefits and pitfalls of virality

 
Mr Ali Rana, Marketing Manager, Jado Pado
CUSTOMER SHOW
12:00

Making the Amazing Official

•    How to create unique content that is so appealing to your audience, that they become you ambassadors
•    A case study for Land Rover; how they used record-breaking to generate compelling content that rippled on social media channels achieving outstanding results. 
•    Where does the power of record-breaking lie and how does it create that emotional connection between the brand and the audience
•    How can brands achieve their objectives  through being the best in the world. 
•    Record Announcement: an Official Guinness World Records Adjudicator on stage to announce the results of the record attempt
CUSTOMER SHOW
12:20

Powering multi-channel engagement

•    What customers want?!
•    Personalization simplification and unification is where it all starts
•    Satisfaction with being able to access customer service and support using multiple channels
•    Demand is growing and expectations is increasing powering multi channels is legitimate
•    Channel management as foundation for Customer journey management.
LOYALTY WORLD
12:20

Maximising conversion and ROI

  • Converting loyal followers into paying, repeat customers
  • ROI optimisation through increased Customer Engagement strategy
  • Calculating the lifetime value of each customer
  • Focusing the bulk of your marketing efforts on the right consumers
  • Conversion Rate Optimisation: testing and optimising approach to marketing communications
  • Conversion Rate Optimisation: testing and optimising where and how customers use connected devices

12.40 Roundtables

12.40 Roundtables

13:20

Community lunch

CUSTOMER SHOW

LOYALTY WORLD

EXPERIENCE TECHNOLOGY

OMNICHANNEL APPROACH

CUSTOMER SHOW
14:20

Replicating real-world interactions

•    Integrating virtual reality and virtual agents to enhance the customer experience
•    Video: 360° product descriptions, live streaming and video chat
•    On-going online engagement: live events, behind-the-scenes glimpses and storytelling
•    Using artificial intelligence to humanise engagement
LOYALTY WORLD
14:20

Migrating to mobile

•    Cards: establishing the appropriate level of mobile services
•    Satisfying consumers who expect to conveniently ‘earn and burn’ their loyalty rewards
•    Making mobile a profitable and value-adding part of your loyalty programme
•    Assessing the benefits to your business and customers of having an app
CUSTOMER SHOW
14:40

Integrating video into the CX

•    Powering your marketing campaigns with sticky content
•    Engaging your customers through live streaming
•    Broadcasting interactive content to embrace conversation
•    Balancing act: generating returns while maintaining integrity
LOYALTY WORLD
14:40

Case study Matching the UX and UI of ‘online banking’

•    Designing an easy and enjoyable platform to check balances
•    Redeeming loyalty points online
•    Identifying gaps in your digital customer experience
•    Keeping up with the ‘Facebook and Googlization’ of the User Interface (UI)
CUSTOMER SHOW
15:00

Case study: Digital consumption: lessons from millennials

  • Shifting away from traditional channels to digital content
  • How can brands work most effectively with musicians and celebrities?
  • Segmenting your target audience
  • Live streaming and its impact on business

15:30 Roundtables

15:30 Roundtables

16:20

Five things we’ve learned

Highlights from the day’s presentations and discussions. A brief recap of the challenges identified, solutions proposed and next steps outlined.
16:30

Closing refreshments

last published: 14/Nov/16 14:55 GMT