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 
 

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 

 

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

 

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

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.

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

How to integrate gamification in to your programme

Integrating self-service to transform the in store customer experience

Customer-centricity: putting the customer at the centre of all decisions, design and metrics

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

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

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

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)

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

Reducing wait times with mobile, tablets, kiosks and video agents

Automation: onboarding new users and re-engaging your customers

Getting in on the OmniChannel Game