Day One: Using Customer Insights to Streamline Experiences
Monday, August 17th, 2020
Day Two: Converting to a Customer First Culture & Working Across Silos
Tuesday, August 18th, 2020
8:30 AM Welcome Remarks
After an unprecedented period of crisis for the US due to panic surrounding COVID-19, we want to give our audience the opportunity to talk about their response. For this reason, we will be giving you all a dedicated 20 minutes to talk about how your brand reacted to COVID in small groups. We will be providing questions for you all to talk about, but expect to discuss things like: How was your customer communication during shut downs and quarantines? How was your communications with employees during this time? Did you feel prepared as a brand for this crisis? What were some lessons learned?
Day Three: Using What You Know About Your Customer to Foster Loyalty
Wednesday, August 19th, 2020
9:00 AM Welcome Remarks
During our second ‘Share Your Successes’ interactive session at NGCX, the audience will spend fifteen minutes in small groups. During those ten minutes, each audience member will be asked to share a recent CX success they’ve had with their group (successes big and small welcome!) After ten minutes is up, each group will be asked to pick a group representative to share whatever their particular success was in a brief minute long report back in front of the entire audience! We encourage you to think about your successes ahead of time, so you can be ready to share them with the group. We know we have a lot of talented CX professionals in the room and want you all to be able to learn from each other, not just from our speakers!