Presentations

The Ideal Customer Experience: Where Technology Meets Humanity

The Ideal Customer Experience: Where Technology Meets Humanity

The best possible customer experience is one that does the job in a completely frictionless manner, and also relates to the customer as an empathetic and social person. Making a genuine, human connection with your customer is the most powerful tool for building loyalty and advocacy, but the effort will backfire on you unless you’ve first eliminated absolutely every speck of friction in the process!
In this presentation from Customer Experience Management 2017,  Don Peppers, #1 Customer Experience Visionary in the World, Top 100 Business Intellectuals, Top 50 Business Brains, International Best- Selling Author from CX Speakers, explores:
  • Four attributes of a truly frictionless customer experience
  • Turning your humanity into a competitive advantage
  • Creating a corporate culture up to the challenge
Redefining Customer Support: Kill the Assembly line experience, Embrace Collaboration

Redefining Customer Support: Kill the Assembly line experience, Embrace Collaboration

In this presentation from Customer Experience Management 2017, Alex Huntley, Customer Experience Manager at Booktopia and Sreelesh Pillai, General Manager at Freshdesk explore what makes a good customer experience and the strategies needed to create a 'WOW' customer experience.

Customer First - Customer first culture, Customer led experience design and Data driven decision making

Customer First - Customer first culture, Customer led experience design and Data driven decision making

Culture is the foundation for delivering ‘above and beyond’ customer experiences.In this presentation from Customer Experience Management 2017, Andrew Nicholson, Head of Analytics & Insights at SunSuper explores explores how to understand what matters most to your customers and honour this understanding in the design of your customer experiences, including Sunsuper case study examples across:
  • product design
  • service design and
  • service delivery
  • The evolution of Analytics, Insights and Data at Sunsuper in our journey to becoming a customer led, data-driven, digitally enabled organisation

How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

In this past presentation from CEM 2018, Jyoti Shukla, Vice President of User Experience, Nordstrom (USA) explores: 

  • Empowering sales teams to listen, connect and provide exceptionalcustomer service at every given point
  • The transformation of the role of the instore salesperson to a digital entrepreneur/strategic leader
  •  Identifying key employee traits from different disciplines throughout theorganisation to drive customer experience strategy
  • Building a workplace that attracts talented people who will stand behindyour brand
  •  Removing the traditional shopper paint points and rethinking ‘business as usual’
  •  Going the extra mile to evolve your relationships with customers from a mere transactional one to something more personal

CEM Presentation Pack

CEM Presentation Pack

To start your 2019 right, you can explore a selection of exclusive presentations to see what you can expect at this year's upcoming event.

You'll get 50+ pages covering modern customer engagement imperatives through digital & AI and how to improve customer service through staff empowerment.