We know that customer experience is increasingly become the battleground on which companies compete. However, customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up. In this masterclass, Adrian will explore some of the common challenges and pitfalls businesses face when it comes to delivering a connected and omni channel experience, what organizations can do to surmount them, how they should approach these challenges as they look to grow and what they should be focusing on to help them develop and deliver the market leading customer experience that they desire.
This masterclass will brief attendees on the key issues, share a number of market leading case studies, provide an overview of the key challenges and success factors, take them through a set of tools that participants can use to address and assess their own organizational challenges as well as the space to explore potential solutions.
15 – 16 November 2022
- The Importance of Customer Experience
- How To Wow Your Customers?
- Best in class examples
- Your experience strategy
- Customer Journey Mapping, Service & Experience
- The Big List of Improvements
- The Art of The Possible – Pilot planning
Adrian Swinscoe is a best-selling author, Forbes contributor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group and has advised and consulted to numerous large and smaller businesses around the world helping them engage with their customers, build their customer retention and improve their service and customer experience. His clients have included TUI, The Borough of Croydon, NowTV, ITV, KFC, Pega, Philips, Cancer Research UK, 1800Contacts, Talk Talk, Gazprom Energy, CIMA, Bibby Financial Services, the Crown Commercial Service, Olympus, Harper Collins, Microsoft, Pearson, Consumers International and Costa Coffee amongst others.
He is also a Forbes contributor and published a best selling book in 2016: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson). He’s also just published an exciting new book: Punk CX.