part 1 leadership · it takes experience in the real world to determine whether leaders have...

#CEW2020 www.customerexperienceworld.com 1

PART 1LEADERSHIP

LEADERSHIP INCRISIS

DATE: 14 JULY 10:00 - 11:30 (GMT)

AGENDA

LIVE CONFERENCE STREAM

brought to you by

DON'T DELAYJOIN US FOR ONLY £55 PER SESSION

BOOK FOR THE ENTIRE SERIES AND SAVE! ONLY £200


SUCCEEDING IN A COMPETITIVE, UNCERTAIN AND CHANGING WORLD

Get direction back into your customer experience initiatives, stand out, compete and succeed in a post-pandemic world.

INTRODUCTION

Taking into consideration the position we all find ourselves in during this pandemic , we have gone - and are going - through a period none of us have experienced before. A lot of people and companies have stepped up to embrace a new norm, while others less so.

The global economic implications have been massive, sending most countries into a recession. We need to look at what has changed, and what we have to do now. Creating new ways of how we operate to merge towards a more effective way of serving our customers as well as taking care of our employees.

In the face of this world-wide health-crisis, social distancing and national lockdowns, Customer Experience World has reinvented their well-known CX events to bring the most knowledgeable international CX leaders to you in the comfort of your own home. We believe that this time should be used to reflect upon, plan and reform out-dated business formats to embrace the ‘new norm’ and thrive post-pandemic.

Designing and delivering a stand-out customer experience in an ultra-competitive, uncertain, complicated and noisy world is hard. Sometimes, it can feel as if you are out in the wilds trying to navigate with a broken compass.

At Customer Experience World 2020 we aim to help you unpick what it means to deliver a stand-out customer experience and uncover the clues that will help you define your own path to standing out.

You will hear from leading brands and industry experts who will tell their stories of what they have done to carve out their own way

FIND OUT HOW YOUR BUSINESS CAN BOTH SURVIVE THE COVID-19 PANDEMICAND THRIVE AFTERWARDS

combined with interactive online sessions to help you grow your knowledge, understanding and practice of customer experience in your organisation.

Our practicality is what sets our conference apart from other events.

Secure your place by booking a ticket right now. In fact, why don’t you bring your whole team so you are all set to raise your customer experience game.

All our events are now being hosted online, broken up into bite-sized sections to accommodate your new work from home schedule. The entire CEW2020 which previously comprised of 4 streams and lasted an entire day is now available as a Series, broken into four 1.5 hour parts. The infographic below explains the spectrum of the entire event, and how each part fits into the series. You now have the option to view the entire event, spread over 4 weeks, or only the parts that you are interested in.

PART

LEADERSHIP

PART

EMPLOYEEEXPERIENCE

PART

CUSTOMEREXPERIENCE

PART

TECHNOLOGY,DATA & ANALYTICS

How do you transform the culture and

experience in a more traditional style org?

How do traditional style organisations compete

in an ever-changing business landscape in a

disorganised world?

Tech choices, where to begin - How have

leading companies achieved a consistent

and connected experience

Retention, loyalty & why customers buy is misunderstood &

underserved


DELEGATES FROM BOTH B2B AND B2C CUSTOMER CENTRIC INDUSTRIES INCLUDING, BANKING, FINANCIAL SERVICES, RETAIL, TRAVEL, TOURISM, TELECOMS, FOOD &

BEVERAGE, UTILITIES, HEALTHCARE, ECOMMERCE, AND OTHERS. TITLES INCLUDE:

TAKE A LOOK AT WHO IS ATTENDING


PART 1LEADERSHIP

LEADERSHIP IN CRISISCOVID19 is destroying lives and economies.

It’s also exposing how big a gulf exists between exceptional leaders and the very average majority.

Those who use this crisis to adapt their approach, are likely to be-come the thought-leaders of the next decade.

In this session, Colin Iles will be joined by Leon Ayo, Charles Savage and Nic Ray.

They will explore what good vs. bad leadership looks like, why bad leadership has become the norm over the last decade and how to-days leaders can transform their approach to thrive in a world which is changing exponentially.


LEONAYO

LEADERSHIP RESILIENCE | EMBRACING AGILE & INNOVATION | DRIVING PERFORMANCE

COLINILES

Global AmbassadorOpenExo

CEO The EquinoxLeadership and

Innovation Centre

Colin will kick off the leadership session by exploring the key attributes of exponential leaders. He’ll explain:

• How to define an exponential leader• The key attributes that all exponential leaders pocess• Why exponential leaders are more likely to weather the COVID19• How anyone can transition from mediocre to exceptional leadership

PresidentBritish Chamber of

Business South Africa

STREAM CHAIR

SPEAKER

CHARLESSAVAGEChief Executive

OfficerPurple Group

Charles Savage is the CEO of one of the fastest growing financial services companies in the world, Easy Equities.

In this session, he’ll explain why he believes his radically different approach to leadership has been critical to the success of the company.He will cover a wide range of topics including:

• Why purpose has always been more important than profit• Why he believes he is the CEO in form, but not substance.• How he has created an environment where mistakes are encouraged• How to run decentralised autonomous teams

SPEAKER

PART 1LEADERSHIP

• Leaders are expected to be a source of motivation for their teams, through volatile market cycles and uncertain business environments.

• When everything within an organisation seems upside down, employees look to their leaders for assurance.• It is important for a leader to maintain their composure even under difficult circumstances, but how do they

go beyond appearances to actually maintain their self-motivation and keep their teams motivated? Resilience is like a muscle. It takes experience in the real world to determine whether leaders have developed the character and maturity necessary to be resilient. In these challenging economic times effective leadership and the ability to retain and motivate employees are critical to an organisation’s success.Organisations need to evaluate and establish a more innovative approach to developing high performing teams.The 4th Industrial Revolution & Post COVID World require Executives to be agile, self-aware whilst also possessing the EQ to mobilise and empower the increasingly diverse, millennial workforce.


PART 1LEADERSHIP

NIC RAYCEO

Brandseye

HOW COVID-19 ACCELERATED THE MOVE TO DIGITAL CUSTOMER SER-VICE AND WHY LEADERS CAN’T AFFORD TO IGNORE ITThe COVID-19 crisis has placed profound pressure on customer service channels. Social distancing and call centre delays have led to an increase in the number of consumers seeking information and resolution on digital channels. BrandsEye has been monitoring and analysing the changing CX preferences during the pandemic and how these are likely to shift future consumer expectations in a post-pandemic world.

This session explores:

• Changing CX expectations: An analysis of social media conversation themes and trends emerging across multiple industries and international markets.

• The digital customer service imperative: How are brands responding to increased pressure across a range of industries. Including an analysis of response rates and response times on social media channels.

• Winners, losers and lessons for the future: Which companies have a head start and how can others equip themselves to deal with the changing CX landscape.

SPEAKER


SILVER SPONSORSHIP

THANK YOUSPONSORS & PARTNERS

TECHNOLOGY PARTNER FEEDBACK PARTNER SUPPORT PARTNER

MEDIA PARTNERSRESEARCH PARTNERS


PRODUCED AND ORGANISED BY

The Focus GroupBeaver House

23-38 Hythe Bridge StreetOxford

OX1 2EPUnited KingdomMaggie Wheeler

Office: +44 (0)121 709 [email protected]

The Focus Group (.Org.UK) Ltd t/a The Focus GroupRegistered in England Company Number 4318580

VAT Number 780360729

part 1 leadership · it takes experience in the real world to determine whether leaders have...

Documents