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1st Edition Conference

Amazing Customer Experience Seminar

14 - 15 Apr 2020 Postponed  New Date Reminder
JW Marriott Hotel Kuwait City, Kuwait City, Kuwait

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"How to develop and deliver an amazing customer experience"
We know that customer experience is increasingly become the battleground on which companies compete. However, customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up. In this masterclass, Adrian will explore some of the common challenges and pitfalls businesses face when it comes to delivering a connected and omni channel experience, what organizations can do to surmount them, how they should approach these challenges as they look to grow and what they .. continue reading should be focusing on to help them develop and deliver the market leading customer experience that they desire. This masterclass will brief attendees on the key issues, share a number of market leading case studies, provide an overview of the key challenges and success factors, take them through a set of tools that participants can use to address and assess their own organizational challenges as well as the space to explore potential solutions.


Timings

09:00 AM - 04:00 PM (General)

Entry Fees

Paid Ticket Starts from 1150 USD View Details

Participants

100 - 500
Delegates
Estimated Count

Category & Type

Conference
Business Services
Education & Training

Editions

14 - 15 Apr 2020 1st Edition


Frequency Biennial

Official Links

WebsiteContacts


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Organizer

Logo Follow Company

ProMedia International Kuwait

Top Rated 41 Total Events / 5 Upcoming Events

User Community [ Users who have shown interest for this Event ]

Hussien Gaber

Hussien Gaber

Sales Manager at The Regency Hotel

Salmiya, Kuwait
Tomi

Tomi

Student at School

Kuwait City, Kuwait
Carlton Gajadhar

Carlton Gajadhar

CX Professional at CX Professional

London, United Kingdom
ahmed hassan

ahmed hassan

Engineer at Oct

Kuwait City, Kuwait
Mohamed Murad Badr Munir

Mohamed Murad Badr Munir

Manager at Oil Energy Co

Khartoum, Sudan
Tunde Balogun

Tunde Balogun

JAMIU TUNDE BALOGUN at Jomtech Building Construction Company

Abuja, Nigeria
Musah Yussif

Musah Yussif

Teacher at Ghana Eucation Service

Accra, Ghana

Speakers

Speaker
Adrian Swinscoe

Adrian Swinscoe

Author and Customer Experience Expert

Schedule & Agenda

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Tue, 14 Apr 08:30 AM - 09:00 AM Networking
Meet and networking
#Thuraya Hall
Tue, 14 Apr 09:00 AM - 10:30 AM Session
The Importance of Customer Experience
#Thuraya Hall

The Importance of Customer Experience

 

•   The essentials of customer experience and the business case

•   Technology considerations, success factors and options for building a future proof Customer Experience

•   Leading businesses know that skills like creativity, compassion and collaboration will become increasingly and just as important as coding and technical skills.

•   The role of empathy and emotional intelligence

•   Activity: The Empathy Game


Tue, 14 Apr 10:30 AM - 10:45 AM Break
Coffee Break
#Thuraya Hall
Tue, 14 Apr 10:45 AM - 12:15 PM Session
How To Wow Your Customers?
#Thuraya Hall

How To Wow Your Customers?

 

•   Customer experience is becoming the key competitive battleground and delivering a world-class customer service/experience is an essential element to any strong and growing business.

•   In this module, Adrian will share a series of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver your own market-beating customer experience in an effective way from his best-selling book: How to Wow.

•   Activity:

•   What did we learn?

•   What stood out?

•   What can we apply?


Tue, 14 Apr 12:15 PM - 12:45 PM Lunch
Lunch
Tue, 14 Apr 12:45 PM - 02:15 PM Session
Best in class examples
#Thuraya Hall

Best in class examples

 

•   A series of case studies ofmarket-leading/different approaches

•   Activity: Group reflection

•  What is so goodabout these examples?

•  What is applicableto your businesses from these experiences?

What can we learn from them?

Tue, 14 Apr 02:15 PM - 02:30 PM Break
Coffee Break
#Thuraya Hall
Tue, 14 Apr 02:30 PM - 04:00 PM Session
Your experience strategy
#Thuraya Hall

Your experience strategy

 

•   A key element driving the success of any customer experience effort is the existence of an agreed and understood experience strategy. One that compliments and enables their business and competitive strategy

•   Sadly, most firms lack this crucial piece of the puzzle

•   This module will take attendees through a process that will allow them to develop and define their own experience strategy.


Wed, 15 Apr 08:30 AM - 09:00 AM Networking
Meet and networking
#Thuraya Hall
Wed, 15 Apr 09:00 AM - 10:30 AM Session
Customer Journey Mapping, Service & Experience - Pt 1
#Thuraya Hall

Customer Journey Mapping, Service & Experience - Pt1

 

•   This module will, through a series ofpractical exercises:

•  Take an outside-inlook at your business

•  Define yourcustomer’s journey

•  Review your own customerservice and customer experience

•  Look closely atcustomer journey mapping

•  Put yourself inyour customer’s shoes

Focusing on one customer group, develop a customerjourney map for their own business

Wed, 15 Apr 10:30 AM - 10:45 AM Break
Coffee Break
#Thuraya Hall
Wed, 15 Apr 10:45 AM - 12:15 PM Session
Customer Journey Mapping, Service & Experience - Pt 2
#Thuraya Hall

Customer Journey Mapping, Service & Experience - Pt 2

 

•   This module will, through a series of practical exercises:

•   Take an inside-out look at your business

•   Activity: The service that you deliver

•   Gap analysis - Where are the gaps?


Wed, 15 Apr 12:15 PM - 12:45 PM Lunch
Lunch
Wed, 15 Apr 12:45 PM - 02:15 PM Session
The Big List of Improvements
#Thuraya Hall

The Big List of Improvements

 

•   Linked to previous work, the teams or individuals to brainstorm a long list of improvements that they could make to their customer experience

•   These will then be ranked on a matrix by Impact and Effort in terms of fixing them/implementing solutions

•   Learnings will then be fed back to the whole group


Wed, 15 Apr 02:15 PM - 02:30 PM Break
Coffee Break
#Thuraya Hall
Wed, 15 Apr 02:30 PM - 04:00 PM Session
The Art of The Possible - Pilot planning
#Thuraya Hall

The Art of The Possible - Pilot planning

 

•   Each team/individual to select 1 oftheir ideas from their priority list that was identified in the previousmodule.

•   They will then produce a pilot planie. what is it going to take to implement this idea and how will you know ithas been successful

•   To do this they will be guided by apilot template using the 5Ws and 1H questions and a People, Process & Techmatrix as a guide

•   Final Activity: Group reflection

•  What did we learnover the last two days?

•  What stood out?

•  What are we goingto apply?

What are you going to do differently?

Visitor Ticket Price Buy Now

1150 USDDelegates 100
29.364979 47.967701

Venue Map & Directions

map of JW Marriott Hotel Kuwait City

JW Marriott Hotel Kuwait City

Al Shuhada Street Box 26302, Kuwait City 13124, Kuwait
Kuwait

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