Pre-Conference Workshop Day
The Customer Experience Transformation: Gambling Summit will include a pre-conference workshop day, helping customer experience professionals to:
- Share and benchmark best practice
- Implement strategies to achieve consistency
- Balance what the customer wants with business requirements
The workshops are designed to be interactive learning opportunities as the latest challenges, ideas and solutions are debated and discussed, to develop key takeaways and tactics.
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Martin Dowson , Customer Experience Coach, Customer Experience Coach
- Assess Customer Experience Maturity across industry, identifying the hallmarks of leading and laggard within your sector
- Familiarise yourself with the critical success factors of CX maturity to set out a framework for change
- Address cross-industry case studies to gauge
Martin Dowson is a recognised CX expert. Having led several failing banks back from the edge of customer ‘blowout’, and developed marketing leading customer experience for others, his insight into the problem areas Customer Experience can fall into is second to none.
Jerry Angrave , Customer Experience Specialist, Custerian
The planning:Identify the journeys that matter most to your customers and your business strategy
The doing:The most effective ways to carry out the journey mapping to give you the insights you need
The acting:How to be organised internally to prioritise and bring about the right changes
Jerry Angrave is a customer experience practitioner and consultant, helping clients to better understand what it’s really like for customers to do business with them today and then how to be organised so they can innovate and deliver the right customer experiences - with more loyalty and less cost - tomorrow. Jerry keeps that in context with th ...[Read More]
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Nick Garner , CEO, 90 Digital
Often, Google may tell a story that a brand may not want to hear. How can you avoid your brand being tainted online and gain the trust of your customers?
This session will give knowledge on how to manage your reputation strategy for Google searches which will in turn have a dramatic impact on loyalty, customer experience and perception and trust.