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4C Consulting Breakfast Seminar

Customer Experience in a Digital Age.

On May 26th 2011 we had our latest Breakfast Seminar.
We are delighted that so many people wanted to come and listen to our story about Customer Experience and we are happy with all the positive reactions we received afterwards:

"Great customer (prospect) experience!"

"The seminar is very inspiring and informative, amusing to some extend (I am talking about my emotions!). It also points to the future directions of building up customer experience with pioneering examples..."

If you want to be informed about our next events or if you want more information about our projects, just send us an e-mail (info@4cconsulting.com) or call 015/281.281

 

 

Summary of this latest Breakfast Seminar:

Emotional customer engagement. That is what will separate future market leaders from their competitors, that is what separates today’s customer experience (CeX) leaders from the majority of companies. To emotionally engage your customers you must consistently deliver a desired and deliberate customer experience, across all customer touch points (online and offline, social and non-social) and all stages in the customer life cycle.

 

During this breakfast seminar, we will show you a glimpse of the next generation customer experience: a customer experience in a digital age. We will share our CeX approach: a hands-on methodology to define, engineer and implement your customer experiences in a digital world and measure their ROI.

Speakers:

Agenda:

- 07:30     Start of Breakfast

During the introduction of our seminar, we will discuss the business consequences of the digital world from a marketing, sales & service and overall customer experience perspective. The traditional “sales funnel” (attention-interest-desire-action) – although attractively (and deceptively) simple – no longer reflects the complexities of today’s customer decision journeys. It fails to capture all of the touch points and two-way interactions that are the result of increasingly well-informed, networked and discerning consumers in today’s digital world. Ease of access to internet information and the growing importance of word of mouth, has drastically changed the way in which consumers take decisions.

- 08:30    Welcome

But be careful: even in a digital age not all is online nor will it ever be. What is the difference between “a digital customer experience” and “a customer experience in a digital age”? How do you balance your online and offline customer interactions to reach emotional customer engagement? How has the digital world changed what your customers expect from your offline touch points?

- 08:35    The customer decision journey

In the third chapter of our seminar, we take a closer look at the different digital channels that make up the “digital customer experience”. What are best practices? What is the impact of social media on your customer experiences? Today? Tomorrow? What about mobile?

- 08:50    Customer experience in a digital age

In the closing chapter of this seminar, we will share with you our CeX approach: a hands-on methodology to define, engineer and implement your customer experiences in a digital world and measure their ROI. • Define: How do you build your customer experience statement? • Engineer: What is your customer journey? What are your moments of truth? • Implement: How do you embed the change? • Measure: Which are the driving CeX KPIs? How do you measure these?

- 09:10    Do’s and don’ts of a digital customer experience.

- 09:30    CeX approach

- 09:50    Questions & Answers

- 10:00    Closing and networking

Date:

Wednesday May 25th 2011

Location:

Domein Terassel

Nieuwelaan 71
1860 Meise