In recent year’s ‘C’ level and Senior Managers have become increasingly aware of the need to create value for their customers in the form of experiences; to implement a customer experience strategy the business needs a compelling vision and an honest appraisal of its internal capabilities.

Customer Experience 2.0 is the term given to describe second generation of the World Wide Web that has enabled people to share and collaborate together, much in the same way we are asking clients to help us by helping themselves with an emphasis on communication and has been used more as a marketing term rather than specific computer science.

Over the two days we will address many of the challenges in managing the customer experience, including:

To understand what is driving customer expectations now and into the future.

To deliver a consistently good customer experience in every interaction across multiple channels and touch points.

To close the gap between the customer expectations and the reality delivered every day

To allow customers the choice of how they interact with you across multiple channels while maintaining a consistent experience.

To create a culture amongst employees of pride in the organisation and a belief that they are part of a culture that delivers the best possible experience to the customer.

To balance and prioritise action, investment, and attention, across a myriad of competing projects and demands from multiple stakeholders: investors and shareholders, partners and distributor, as well as staff and customers