Program

How to harness a cooperative effort between leadership, tools and CS implementation to drive a transformation programme. How to get people to embrace CS methodologies:

• From the frontline: Understanding the Chief Customer Office Mission and “Customer for Life” Programs

• Measuring the value of these programs from a customer and SAP perspective

• Continuous innovations to keep up with customer requirements

• Recruiting and retaining the “right DNA” talent to realize success 

Fostering change in the DNA of Customer Success - People, processes and actions

In this session we assess your current Customer Success model’s strength and weaknesses with the focus and sharpness gained from technology.  Harness CS IT insights to:

• Plan for CS IT: Build on successes, tackle critical issues

• Pinpoint new system training needs: Get all teams and service managers on board

• Work out IT glitches and mistakes without a culture of competitive blame

Build a solid technology framework to increase CS performance

Implementing a customer success practice within your organization requires a shift in thinking for your entire company. Start promoting a customer-first approach in your teams. Learn more skills to:

• Tackle and create a culture of CS
• Re-define challenges more clearly:  Using surveys, data and analytics
• CS innovation in practice: Learning from failure

Instilling a pervasive culture of Customer Success: innovate the way you innovate

There are many ways to demonstrate Customer Success through product adoption, customer churn, and customer acquisition but the role of a Chief Customer Success Officer (CCO) can extend way beyond those values.  Find out best ways to:

• Develop a leadership role to enable retention and loyalty, customer lifetime value and reduce churn
• Establish the technical c-suite buy-in required and link to other IT systems
• Better understand your customers KPIs and unravel future complexities

Understand your CS goals and help deliver on them

A challenge for many CS professionals is often how to measure its effectiveness.  Can existing measures in help to highlight its benefit or do you need a different set of measures and metrics?  Gain clarity and top tips to:

• Pinpoint which metrics are beneficial and which threaten to weaken results
• How can technology help in CS measurement and its management
• The role of CRM systems and other consumer-facing measurement analytics

Get excited about CS metrics and measurements

Churn rate is a critical metric for any subscription business, however, there are also a variety of opinions about how to calculate it and especially around CS: Gain insights into:

• Customer Success Planning is a vital part of CS: How to harness CSP to best advantage

• How to measure the churn in context of CS

• The impact of CS on cross-functional teams and internal actions

Making the shift from just taking money upfront to ‘working together to mutual benefit

Every company wants successful customers, but CS requires a clearer understanding of value. Analytical techniques can provide such insights through thoughtful examination of customer data. Whether SaaS or other systems, find out how to harness data to:

• Manage Big Data to become game-changing in CS processes

• Understand data collection across mobile, online, physical and social media

• Enrich CS with data storytelling

Gain a complete 360 picture of customer behavior in CS software and models

This case study will share tactical objectives to transform the culture at AFSC to focus on client relationships and create moments of delight for client. Ways to implement a world class CRM system, introduce new channels for client engagement, and a new service delivery model: Create moments of customer delight by:

• Discovering why you need a comprehensive strategy beyond ‘just a CX data statement’: implementing a world class CRM system
• Transformation: internal factors vs external customer expectation:
• New channels for client engagement: Building a new service delivery model

Leverage data, systems, culture and missions: developing holistic client relationships

CUSTOMER SUCCESS IN AN ALWAYS ON, ALWAYS CONNECTED WORLD

Mobile has now reached a state of maturity. While this is exciting to see, it does pose a challenge for brands as they work to cut through the noise and build an audience to reach their goals. CS can help stand out from the crowd and build better mobile and digital experiences.  Build a clear strategy to:

• Weave together business value and mobile technology for Customer Success enhancement
• Using CS with mobile innovation to get closer to your customers at their moment of decision
• Becoming more digitally literate:  Get into your customers mind at each touchpoint

Stay on top of the latest apps and mobile trends to provide an ideal CS model

Leveraging emerging technologies to enhance customer experience can build closer relationship by empowering customers and supporting the need for the ‘instant’. Find out how to launch Do-It-Yourself applications across multiple platforms to save costs and provide 24/7 assistance to its customers. Create a road map to:

• Test out AI-enabled Chatbots on both voice and text channels
• Discover the best messaging platforms such as: Google Assistant, Amazon Echo, Skype and Facebook Messenger
• Finding out how to quickly remove glitches and get your system up and running quickly

Combining the best in non-human and human to enable better customer service calls

Gain insights from your industry peers and benchmark your organization against others in this interactive session. Delegates will be divided into informal discussion groups centred on a variety of topics related to implementing CS. Topics to be discussed include:

• Customer churn and lifecycles
• CX and CS integration
• Mobile tactics
• Automation and AI
• Data analysis for CS

“Flock together” to brainstorm innovative approaches to your most pressing challenge

UNLOCKING THE FULL POTENTIAL OF CS PARTNERSHIPS

Now is the time to look at the future of CS for all industry as it continues to evolve in strength, usability and popularity. Find out how you can drive key business decisions and profitable growth: Placing a future-focused lens on CS:

• Pinpoint how geolocational mobile apps & clouds will affect your customer
• Discover how social media connects with and improves the whole CS process

• AI and machine learning: Map out the future with the right technology

Grasp a bold new future through Customer Success tools, tactics and strategies