The Next Gen CX Conference is back - bigger & better than ever!

With the next wave of CX expectations, capabilities and tech fast approaching, it's time to further your current strategies and prepare for new ones. This conference brochure will provide an overview of our main stage program featured at The Customer Show. Tailored for CX leaders, this is your ticket to two days of networking, benchmarking and brainstorming with your peers.

Download the brochure today to see how you'll be immersed in compelling case studies, groundbreaking concepts, strategic dialogues, and valuable connections with leading local and global experts!

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Key topics & themes:

• Building Customer Trust: The Cornerstone of Lasting Customer Relationships
• Personalisation at Scale: The next step towards predictive journey mapping and hyper-relevant experiences
• Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
• Beyond the Numbers: New Ways of Measuring the Value of CX Strategies

The Next Gen CX Conference is back - bigger & better than ever!

With the next wave of CX expectations, capabilities and tech fast approaching, it's time to further your current strategies and prepare for new ones. This conference brochure will provide an overview of our main stage program featured at The Customer Show. Tailored for CX leaders, this is your ticket to two days of networking, benchmarking and brainstorming with your peers.

Download the brochure today to see how you'll be immersed in compelling case studies, groundbreaking concepts, strategic dialogues, and valuable connections with leading local and global experts!

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Key topics & themes:

• Building Customer Trust: The Cornerstone of Lasting Customer Relationships
• Personalisation at Scale: The next step towards predictive journey mapping and hyper-relevant experiences
• Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
• Beyond the Numbers: New Ways of Measuring the Value of CX Strategies

Elevating Customer Trust & Loyalty: The Power of Personalisation & AI

It comes as no surprise that rapid advancements in technology and shifting customer behaviour have created an increasingly challenging environment for CX professionals. As we look ahead to the coming years, it is paramount to adapt and innovate experiences that resonate with today's demanding customers.

Hear from Robert Lopez, Alex Genov and Simon Kriss on:

• Personalisation at Scale: A glimpse into the future
• Looking Beyond the Numbers: Understanding your customers as humans
• The Future of Generative AI in CX: Navigating the hype and opportunity

Next Gen CX Conference

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Key topics & themes:

• Building Customer Trust: The Cornerstone of Lasting Customer Relationships
• Personalisation at Scale: The next step towards predictive journey mapping and hyper-relevant experiences
• Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
• Beyond the Numbers: New Ways of Measuring the Value of CX Strategies
  

Welcome to our new Advisory Board Interview Series!

In this video interview, Alex Genov is joined by Robert Lopez to discuss:

• CX's data-driven future
• The need for a strong, zero- and first-party data strategy
• Personalisation
• Emerging technologies that will help improve CX efficiency

Want to hear more from Robert & Alex? Register your delegate ticket today before prices increase to secure a spot for their respective sessions on the Next Gen CX stage.

About Next Gen CX

With the next wave of CX expectations, capabilities and tech fast approaching, it's time to further your current strategies and prepare for new ones. This conference brochure will provide an overview of our main stage program featured at The Customer Show. Tailored for CX leaders, this is your ticket to two days of networking, benchmarking and brainstorming with your peers.

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Is your business ready for experience management transformation?

In the wake of unprecedented market disruption, each business across the APAC region is rethinking even the most basic of operations. Experience management leaders will play a critical role in helping organisations re-evaluate a successful economic framework, empower employees and, ultimately, reinvent their CX program

If your company focuses on making the most out of your experience programs, you can be proactive in times of crisis and take transformational steps forward when it’s business as usual. The work you do now to listen attentively to feedback from employees and customers will help you guide your organisation through the current crisis and into recovery.

In this paper by InMoment, you’ll learn five experience management best practices that together can enable organisations to achieve transformational success:

• Evolve your surveys
• Re-establish an economic framework
• Empower employees to maximise CX
• Make your data accessible
• Re-organise your program for success 

Careem, the multi-service platform in the middle east offers services ranging from transportation and delivery to payments. Their responsive social presence and a focus on customer experience have been key to their rapid growth.

With a community of 6.29 million followers across social channels, Careem began in 2021 as a ride-sharing app and has quickly expanded into a regional super app. Available in more than 100 cities, customers use Careem for everything from booking transportation to ordering grocery delivery.

Since its initial launch, the team at Careem understood the importance of being social and responsive. To manage engagement with its rapidly growing community on social media, Careem has turned to Sparkcentral by Hootsuite to engage with brand advocates, deliver world-class customer care, and discover actionable insights to help grow its business.

Dive into the full case study to learn more about:

• How Sparkcentral’s unified platform allows Careem’s social teams to handle engagement across social channels from everywhere
• How they engage active communities to drive operational improvements
• How Careem’s business has grown substantially since they first started using Sparkcentral
• With over 400,000 monthly conversations, learn how Careem has been able to resolve inquiries faster with smart automation

When: Tuesday, 30th November 2021
Webinar Duration: 12:00pm - 1:00pm AEDT

Register: Fill out the form to pre-register today!

The past years have proven that video conference technology can enable a connected and engaged hybrid workforce. However, video-led unified communication can help you achieve much more than just enable hybrid work.

Join this panel discussion and hear from the innovators from Zoom’s eco-system and learn how leading retail business CUE, UK bank NatWest and other innovative businesses across the world have transformed their employee experience and customer engagement experience!

The presenters will be sharing how CUE achieved a 60% video-based e-commerce conversion rate vs. 1.5% - 5% non-video conversion rate & 6% - 25% in-store conversion rate.

Plus NatWest (leading UK bank) on their results from using appointment scheduling integrated with Zoom, including how they:

• Doubled appointment traffic - compared to when customers had to book appointments by phone
• Reduced no shows by 70% - now that customers reminded of their appointments
• Increased staff efficiency - now that managing appointments is simple, more customers book appointments and more customers turn up to their appointments.
• New customers acquired - 60% of customers that book an appointment are new customers to the bank - offering seamless and accessible services helps to acquire customers.

Event Partner:

Customer Excellence is the key differentiator and driver of growth in all divisions of business today - and is no longer only limited to customer facing industries.The interactions between buyers and sellers has become increasingly more competitive, aggressive and at times, confusing.

With more companies joining the CX revolution, it can be very difficult to navigate negotiations when each company has their own definition of CX, differing decision making units, varying expectations and sometimes conflicting briefs.

As customers begin to expect every experience to be more personalized, brands need to push their understanding of the Voice of the Customer (VoC).

To create a positive customer experience, you need to listen to your customers throughout every conversation. Speech analytics provides unique VoC insight by monitoring conversational behaviors with focus that is created from categorization, tagging and scoring of 100% of interactions with customers. This provides the deep level of understanding needed to create positive customer interactions every time.

Following on the heels of CX Network’s VoC guide, CX professionals should use this whitepaper to develop and execute data-driven strategies that will improve customer experience and increase customer satisfaction.

Download the whitepaper for practical insights, including:

• Methods for measuring the Voice of the Customer
• The top contact channels your brand should listen to
• Ways to respond to caller sentiment data
• Common sentiment trends in certain customer segments
• More....
  

Exceptional customer experience has never been more critical to the success of a business, or more difficult to achieve. Download this insightful eBook to discover the biggest challenges CX teams are facing today based on new data from a survey of 700+ CX professionals worldwide, and learn how leading teams are overcoming them with a journey-based analytics approach. You'll learn about:

• The Top 5 CX challenges organizations are facing today
• Why these problems are so critical & the risks of failing to solve them
• How leading teams are overcoming these obstacles by taking a journey-based analytics approach
• Real-life journey analytics use cases, examples & success stories