Theme: Customer Experience and Journey Management

The 27th of April 2022 we will premier the first ever Wednesday Executive Seminar. The set up for the seminar is a mix of expert key-note presentations and Round Table discussions (Open Space) based on the presentations. We will deep dive into CX and Journey Management.

Take a chance to get inspired, learn from front runners and network with your peers.

Topics for discussion:

• The Customer Journey – breaking silos and getting everybody on board
• Personalization – making your customers feel special to increase loyalty
• Humanity vs. Automation – what does effortless customer service looks like today?
• Leading the customer journey – who is the new chief?
• Machine Learning the prerequisite for being relevant in real time and the key for true and scalable personalisation?
• The New Normal after two years of pandemic - how to adapt to the new customer behaviour?

Target group

As part of a selected group, you will have the chance to network with directors, managers and decision makers within Marketing, Customer Experience, CRM, Business Transformation etc. Learn from leading companies in different industries and our Key Note speakers.

Please note that this event has a limited amout of 40 seats and is free of charge for invited participants. Apply for your ticket NOW.

This event is free of charge and only directed to leaders/decision makers in larger companies.

Selection of confirmed participants

Program

08:30 | Registration and breakfast

09:00 | Welcome and introduction by Wednesday Relations moderator

09:10 | How to become a CX champion?
Thomas Karlsson, Nordic CX Specialist @ SAS Institute
According to a global study conducted by MIT Sloan Management and SAS Institute, one in five organizations expects to boost its investments into CX technologies between 25% and 50% over the next two years. And organizational leaders are bullish about the gains from such spending: The number of businesses projecting strong positive returns will more than double within two years, but the survey indicates that the ranks of organizations that are highly successful in CX remain small. According to the study, just 15% of organizations worldwide (CX Champions) are significantly, sometimes even dramatically, outperforming the competition on CX quality and return on investment (ROI) — in some cases, by more than four times as much. In this presentation you will learn how to become part of the 15 % with CX superpower. 

09:35 | Humanity vs. Automation – What does effortless customer service looks like today?
Ebba Endoff, Account Manager Nordics and Jolijn Van Der Aart, Head of sales Benelux & Nordics & Emerging Markets Europe @ Freshworks
Your customers expect you to meet them on their terms, at their channel of choice, and at the time dictated by them. Businesses, on the other hand, are under immense pressure to map the non-linear journeys of their customers in order to consistently delight them. The shift to digital-first customer service has changed what customers view as an “effortless” experience. They expect businesses to be accessible — all the time, from anywhere. They want every interaction to be fast, empathetic, and personalized. So what does effortless customer service look like today (on both sides of the equation—customers and agents)? And how should businesses champion that change? Join us in this session to discuss how we can find the balance between human and automation.

10:00 | Finding the key for a long-term and successful customer experience
Peter Alvmo, Business Development Manager @ SAP
We are moving towards a time when we no longer can rely on third party cookies, a time where personal data is highly protected and needs to be respected and handled with care. We all know the importance of keeping customers coming back in 2022. To do that, we must deliver an exceptional experience. Customers explore the importance of customer obsession in the organization, how to meet those high customer expectations and deliver successful outcomes. To keep the company up to date and to stay relevant as a retailer in today’s digital landscape isn’t easy and it definitely requires its tricks. It’s all about keep being relevant, continue to live up to the customers’ expectations to retain a strong loyal customer base. Let´s discuss hyper-personalization, staying relevant and picking the right marketing strategy. 

10:25 | Break

10:55 | Round Table Session

Table 1: The Customer Journey – breaking silos and getting everybody on board
Table 2: Personalization – making your customers feel special to increase loyalty
Table 3: Humanity vs. Automation – what does effortless customer service looks like today?
Table 4: Leading the customer journey – who is the new chief?
Table 5: Machine Learning the prerequisite for being relevant in real time and the key for true and scalable personalisation?
Table 6: The New Normal after two years of pandemic - how to adapt to the new customer behaviour?

11:50 | Summary by Wednesday Relations moderator

SPEAKERS

Application of interest

Executive Partners