KEY DATES

CXTrendTalks™

CXTrendTalks™ features 6 sessions from CX experts followed by a panel discussion. The speakers will be talking about RESEARCH and OPINION on the future of business and CX, what is going on, what is going to be happening and what we need to be doing about it.

Awards International is proud to present world leading CX experts from some of the foremost thinking organisations.

Watch out for announcements of speakers and more on what they will be talking about. Book tickets to watch the speakers, open finalists presentations and attend the awards ceremony, LIVE Online from start to finish.

Agenda

10:30 - 11:00 Andreas Constantinides, SMS360

Session Name: CX: The Research, The Tools and The Seat Belt of the Journey

It's all about the journey. That's for sure! But which are the major CX factors to make the journey efficient? Which are the elements, the methods, and the tools, that push the customer to be delighted?

Andreas S. Constantinides will lead us to the results of CX methods according to various CX researches. He will guide us to different tools that are able enough to provide long-lasting Customer Relations and Outstanding Experiences.

Finally, we will define the Seat Belt's nature required to have the customers always on our journey, smiley, satisfied, relaxed, and, most important, honored!

Andreas S. Constantinides with significant expertise in A2P business messaging is the Head of MoreThan 160.net a Consultancy Network of Messaging Professionals.

Andreas holds two decades of experience in telecommunications industry and he is passionate for high value customer service performance. During the last 5 years with his team succeeded to claim and win more than 30 European and International distinctions and Awards in the fields of Customer Service, Customer Experience, Marketing, Training and Innovation.

He is a qualified Professional Business Trainer of National Organization for the Certification of Qualifications & Vocational Guidance and author of numerous best-seller Sales books and manuals. Andreas’s LinkedIn Page: https://www.linkedin.com/in/asconstantinides/

Official site: www.MoreThan160.net

11:00 - 11:30 Break
11:30 - 12:00 Martin Hanley, Customer Experience (CX) Activation Manager, Chloe Woolger, Commercial Director, Kantar

Session Name: The Future of CX: Creating the Conditions for Success in a Covid-19 economy

Martin Hanley is a Customer Experience (CX) Activation Manager at Kantar UK. With over 5 years’ experience in CX consulting and research, Martin brings a depth of cross-industry knowledge to help brands transform the way they deliver CX, enabling them to better understand their customers, take action on customer feedback and ultimately improve business outcomes and commercial ROI.

Chloe has over 9 years’ experience across the CX and research landscape, advising clients on how to better understand their customers and improve the overall experience. Chloe’s experience spans across marketing, new business and implementation, helping brands build programmes that deliver true ROI. Chloe has worked across multiple sectors including Financial services, Utilities, Travel & Tourism, Retail and Tech. Chloe is a member of the MRS and CIM. She is also a committee member for the &Thrive group, a network dedicated to helping women within research and marketing develop their careers through training and events.

As we continue to navigate the challenges faced as a result of the pandemic, it is now more important than ever to look to the future of your CX programme and what needs to be done to ensure the customer is placed at the heart of the organisation. This is your opportunity to reimagine your CX strategy. So rather than continue to run the CX programme in a piecemeal way, now is the time to plan, design, setup and run the programme as the culture changing transformation it should have been in the first place.

Join Kantar as we explore five tangible ways you can drive change through your existing CX programme, aiming to equip you with a toolkit of methods to ensure your CX strategy delivers true ROI.

12:00 - 12:15 Changeover
12:15 - 12:45 Amanda Riches, Senior Director Professional Services, Medallia

Amanda has almost 20 years experience driving change in large multi-sector organisations and she was recently named the top CX professional in the UK by the CX Magazine. Previously Head of Quality & Guest Insight at Whitbread, Amanda established the successful service formula that sits behind Premier Inn, the award-winning leading hotel chain.

Now Senior Director of Professional Services at Medallia, she leads CX and EX Consulting across EMEA, helping clients operationalise the voice of their customers, employees, and partners, engaging senior and frontline teams to drive action. Amanda passionately believes that getting CX right starts with a clear understanding of what matters most to the customer. Done right, CX delivers tangible business impact–driving loyalty, reducing churn, and upselling new products and services.

12:45 - 13:45 Lunch
13:45 - 14:15 Jamie Thorpe, Head of Experience Managament, Katherine Shipton, Associate Director, Ipsos

Session Name: CX Voices

Ipsos and Awards International have partnered to conduct CX Voices:2020 our inaugural market study of both client and agency side CX Professionals. The client side results show a tale of two halves as changing consumer behaviours coupled with a tough market ultimately mean CX teams must do more with less, yet CX profile at the board level is increasing - So prepare to be in the spotlight in 2021!

Jamie Thorpe and Katherine Shipton will deep-dive into the agency side results and how these compare and contrast with the client side findings. As CX Professionals what can we learn and leverage into 2021? Check out the client side findings here;
https://www.ipsos.com/ipsos-mori/en-uk/customer-experience-cx-voices-2020

14:15 - 14:30 Changeover
14:30 - 15:00 Greg Melia, CEO, CXPA

Greg Melia, CAE is CEO of the Customer Experience Professionals Association, the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. It has nearly 4,000 members in 70 countries around the world.

Greg is passionate about CX, creativity, and bringing people together to accomplish greater good. Greg holds an undergraduate degree in psychology from The College of William & Mary, a master’s degree from the London School of Economics, and a graduate certificate in Creativity and Change Leadership from the International Center for Studies in Creativity at the State University of New York. He has worked for The Ritz-Carlton Hotel, as well as with governments and nonprofits to advance excellence.

15:00 - 15:30 Break
15:30 - 16:00 Maxie Schmidt, Forrester

Session Name: The Top 5 CX Predictions for 2021

Join this session and hear from Principal Analyst Maxie Schmidt about the key predictions for CX in 2021. For many organisations CX activities just start to bear fruit after years of improving core CX competencies – especially research, prioritisation, and enablement. Forrester predicts that in 2021 and beyond, these organisations will face new challenges like Zero UI and consumers’ reluctancy to touch public controls like ATM screens or elevator buttons. At the same time trust will be the new experience battleground with customers expecting brands to also solve societal problems and increased Diversity & Inclusion I efforts and a cut in CX tech spend will have an impact on CX professionals in 2021.

16:00 - 16:15 Changeover
16:15 – 16:45 Panel Discussion