14-15 January 2021. Online Interactive Conference.
In the post-mass production era we now live in, customers are in the position of power, not goods’ manufacturers. Corporations must re-orientate their entire business models. They need to think more about what the customer wants and what will increase value for them. They should now put the customer at the centre of all their planning. The buyer of your product will determine your success in the long-term. Goods manufacturers are becoming increasingly savvy to the fact that they can now own the whole customer experience and journey.
Creating a differentiated customer experience in today’s market is difficult, especially with behemoths like Amazon, Apple, and Uber fundamentally changing the benchmark. By offering the right products and services in the ways that modern buyers prefer, they have completely reset customer expectations. This means that the bar for securing customer loyalty is not just higher for those companies, but for all companies, regardless of business model.
This is typically how the paradigm of customer service changes – shifts that begin with B2C firms end up changing how B2B companies operate. Today, even B2B customers don’t stay loyal to a brand when expectations aren’t completely met. Incumbents are constantly facing new challengers ready bend over backwards to win over customers. Consequently, it’s critical to offer agile, customer-focused experiences to stay in the game.
High-level customer experience professionals from all over Europe will gather and exchange their views on the following crucial topics:
- Optimising your customer journeys through increased and more effective digitization
- Time to Re-think B2B Customer Journey Maps end-to-end
- How the low-touch economy is affecting customer loyalty – new strategies to strengthen customer retention
- Measuring and evaluating the performance of your CX framework and strategies
- A scrutiny of the impact of uncertain economic times on CX management
- Comparing and contrasting CX and UX management
- How has CX management changed under Covid 19?
- Field service optimisation in a disrupted environment
- Best-practice dealer management
- Customer Needs and interative platform building – internally and externally
- Ensuring repeat business again and again through best practice CX in a digital set up
- Strategies for optimal CX management through social media
- Fomenting a CX culture across the organization