Agenda

 = additional fee of €199 per person, per workshop
 = Member to Member

          2019 CXPA EUROPEAN INSIGHT EXCHANGE
          Radisson Blu Royal Hotel
          13 - 14 March 2019
          Dublin, Ireland
                 (All times listed are for the Dublin Time Zone)

             Where is the Human in CX?

                                          PRE-CONFERENCE:  Tuesday, 12 March 2019
8:00 AM - 4:30 PM Registration / Help Desk Open
7:45 AM - 8:30 AM Networking Breakfast
8:30 AM - 12:00 PM  OPTIONAL WORKSHOP: CX Management 101
12:00 PM - 1:00 PM Networking Lunch
1:00 PM - 4:30 PM OPTIONAL WORKSHOP: Connecting the Dots to CX Value – Building and Executing a CX Strategy in an ROI driven World
5:00 PM - 8:00 PM "We've Arrived"  Welcome Party
                                      CONFERENCE DAY 1:  Wednesday, 13 March 2019
7:30 AM - 5:30 PM Registration / Help Desk Open
7:45 AM - 9:00 AM Networking Breakfast and Vendor Showcase and Registration
8:00 AM - 8:30 AM Making the Most of Your Membership (OPTIONAL)

Please join us for more of what CXPA offers with its membership.
9:00 AM - 9:30 AM Welcome
9:30 AM - 10:15 AM Opening Keynote: Paul Barber, CEO, Brighton & Hove Albion Football Club

Session Title: Our Fan-Centric Approach to Success
Session Description: A presentation focusing on how the football club engages with its supporters and the community. The individuals within our communities the club wants to have a touch point with and the one to one engagement that is enabled through the community approach the club takes. 

10:20 AM - 10:30 AM Learning Lab - Voxpopme
10:35 AM - 11:05 AM Keynote: Dan Moross, MOO

Session Title: How MOO "Connects the Dots" Between Employees and Customers
Session Description: We all know that customer experience can be a key differentiator, but energising the entire organisation to realise its true value can be tough. How can you build solid foundations, that don't just pay lip-service to the customer but insure your colleagues are inspired to make changes and take action? This session will showcase how MOO has used cross-functional collaboration and employee-customer interactions to build a culture of customer centricity.
11:05 AM - 11:25 AM Networking Break and Vendor Showcase
11:25 AM - 12:30 PM  Onstage Show & Tell

Here's what works for me stories from CX professionals and learn "go-to" tactics you can use immediately in your own organisation.
12:35 PM - 12:45 PM Learning Lab - Kitewheel
12:45 PM - 2:05 PM Networking Lunch and Vendor Showcase
2:05 PM - 3:15 PM Unwound Sharing

Session Topics:
Implementing Customer Focused Change
Going Beyond Surveys - Other Methods for Gathering Perceptions and Insights
Aligning Culture, CX and EX
Developing an Experience-Centric Culture
Measuring Customer Emotion
Articulating the Value of CX
3:20 PM - 4:20 PM Thought Leader Panel

Session Title: The Changing, Evolving Face of CX
Session Description: They say the only constant is change and that’s no different in the CX industry. 2019 is here and the pressure is on for every organisation to deliver on their promises to meet/exceed customers’ desired business outcomes. But how do we deliver a consistently great customer experience that keeps customers coming back? What needs to change in CX to make sure organisations are successful? Join this panel of key industry thought leaders as we discuss how we change CX today for a better tomorrow.

Moderator:

Sue Duris, Director of Marketing and Customer Experience, M4 Communications, Inc.

Panelists:
Cathy Thomson, Global Head of Customer Experience, Hostelworld Group
Will Cronin, Customer Experience Director, AIB
4:20 PM - 4:30 PM Learning Lab - Confirmit
4:30 PM - 4:40 PM Networking Break and Vendor Showcase
4:45 PM - 5:15 PM Keynote: Siobhan Hennessy, Musgrave Retail Partners Ireland

Session Title: Avoiding the Pitfalls that Stop us Delivering Great Customer Experiences
Session Description: Einstein said “we cannot fix our problems with the same thinking that created them in the first place”. In this talk, we’ll explore what is stopping us from continually delivering on great experiences for our consumers and importantly what the solution is. We’ll go through design thinking/service design as a newer approach to delivering on CX strategy and run through case studies on how this works in practice (and the results).

5:15 PM - 5:30 PM Closing Remarks & Key Takeaways
5:30 PM - 7:00 PM Networking Reception Onsite (TBD)
                                        CONFERENCE DAY 2:  Thursday, 14 March 2019
7:00 AM - 1:00 PM Registration / Help Desk Open
7:00 AM - 8:00 AM Networking Breakfast and Vendor Showcase
8:00 AM - 8:30 AM Welcome Back & CXPA Update

Bob Azman, CCXP, CXPA Board of Directors Chair

Listen to the CXPA Board Chair share how the CXPA continues to be the force behind change, becoming a stronger community and what the next year holds for CX professionals.

8:30 AM - 9:00 AM Keynote: Justin Conry, 3 Ireland

Session Title: The Future of CX: Key Considerations in a Holistic Approach to Experience Management
Session Topics Include:
CX: Alignment with process management across the organisation, think like a customer thinks
Brand Experience: Alignment of internal and external insight
Product Experience: Agility to "learn fast" using CX and Service Design
EX: The forgotten foundation
The New Frontier: Omni-ready & Bionic Experience

9:00 AM - 9:45 AM Share & Engage Session

The most valuable part of our community is to find ideas you can immediately implement tomorrow. This fast paced, hands-on activity will provide specific next-best actions to engage your organisation.
9:50 AM - 10:20 AM Keynote: Katie Stabler, CCXP, Lowell Group

Session Title: Debt Collection – Breaking Through Customer Perceptions to Create Financial Well-Being

Session Description: 
When debt collection is your business, how do you effectively engage with a customer base that didn’t choose to be your customer? As Europe’s 2nd largest credit management services company, none of Lowell’s customers have actively chosen to be their customer. Focusing on customer engagement and customer experience in debt collection may sound like an unusual concept? Well, Lowell shows it works! As a 4 x Investor in Customers Gold Winner, Lowell’s customer focused approached has raised its NPS score from +25 to +44, despite not being in an industry where advocacy would be expected. The success translates beyond feedback into discernible business results too: collections are consistently ahead of forecast across varying economic conditions, employee engagement is high and income growth has been consistently in double digits. Customer relationships for Lowell are not about growing long-term customer relationships – the goal is to help people understand they can get their debt under control, and to help them do it. Lowell’s story presents a cultural and operational focus on achieving the best outcomes for customers and in return delivering value for the business, clients and investors.
10:20 AM - 10:30 AM Learning Lab - Opinator
10:30 AM - 11:00 AM Networking Break and Vendor Showcase
11:00 AM - 11:30 AM The Future of Customer Experience

Diane Magers, CCXP, CXPA Interim CEO

The CX discipline is changing every day. We will provide provocative updates on the latest future views of experience as a discipline.
11:30 AM - 12:00 PM Closing Remarks & Key Takeaways
12:00 PM - 12:45 PM Networking Break and Vendor Showcase
                                      POST CONFERENCE:  Thursday, 14 March 2019
1:00 PM - 4:00 PM OPTIONAL WORKSHOP: Insights to Action: Defining and Designing Experiences to Drive Results (€) 
1:00 PM - 4:00 PM  CCXP Exam Administered (must pay exam fee by 13 February 2019)