It is now time to put the customer at the center of all our planning! In these exciting times of huge technological innovation and disruption, manufacturers need to think more about what the customer wants and what will increase value for them. How can you own the whole customer experience and journey? How do we respond to service-obsessed customers? Moreover, what are the competency expectations and what will be the ROI?

Topics covered include:

• Providing an integrated and connected CX
• Excellence in aftermarket service and engagement
• Optimal customer contact management
• Successfully closing the customer experience loop
• Thoroughly understanding your customer, their needs and requirements
• Managing current and developing technology
• Fomenting a CX culture across the organization
• Effective customer education and information delivery strategies
• Data collection and management
• IoT as a fundamental feature of your CX strategies
• Third-party distribution frameworks
• CX management through social media