CUSTOMER

EXPERIENCE

WORLD

CO-CREATION EVENT

19 MAR | MERCHANT TAYLORS HALL | LONDON

RESERVE YOUR PLACE TODAY
 

Boost the ROI of your Customer Experience Programmes by Learning Best Practice Co-Creation Techniques

19th March 2019, Merchant Taylors Hall, London (Bank) 
Price: £499 per delegate 
Co-Create Academy

Facilitators:

Maarten Pieters 
(Signify: specialist in Design Thinking and Author of Complete Co-Creation)
Dr Olaf Hermans 
(Sir-Intel: specialist in Relationship Intelligence, AI and co-creation metrics)
David Pinder 
(Co-Create: specialist in platforms, strategy, customer value creation and Author of  Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit)
Steven Walden 
(Strativity: specialist in Agile CX, Cynefin, NPS and Author of CEM Rebooted: Are you an Experience Brand or an Efficiency Brand)

  • How can CX professionals use Co-Creation to extract value from the rapid growth rise in digital ecosystems. Described by McKinsey as offering an ‘historically unparalleled scale of value creation estimated at $60 trillion by 2025’?
  • How did leading firms: increase upsell by more than 10%, maintain and grow contract loyalty by over 50% and identify new sources of supplier business value worth up to 5x current revenue
  • How did Avios increase loyalty point turnover by 30% from their VIP customers?
  • How did Mercedes-Benz achieve #1 status on their JD Power score? 
  • How are Philips Lighting, Lego and many others using Co-Creation to grow market share?
  • How is KCS being used in the contact centre to build the link between IT and the customer?
  • How can you improve ROI in analytics by focusing on new CX metrics such as Goodwill? 

By using Co-Creation in their CX programmes

In this one-day conference you will learn how to use Co-Creation techniques.  Designed for CX and Customer Success Professionals, we will let you know ‘what good looks like’ from real-life case studies, what best practice metrics to apply and leave you with the methods you need to start using Total Co-Creation all in one work-book with platform access to experts, follow-on conversations and presentations for the following 60 days.

This isn’t about facilitated workshops or innovation labs, this is about putting Co-Creation at the heart of your CX and Customer Success endeavours. 

Agenda

Pre-Conference: to maximise learning you will receive, key podcasts and presentations from the speakers on Co-Creation.  

AM session: knowledge and case studies on best practice co-creation. This will include slides you can provide as evidence for the approach

PM session: you will work with other CX professionals and experts through 3 facilitated sessions based on given CX Scenarios. Examples include: Applying Goodwill metrics, identifying next best interaction, managing the innovation funnel, identifying blockages and overcoming them

Networking session: having worked through CX scenarios, we will now engage in our own networking session. A key part of this will be to design follow-on sessions using the group Co-Creation platform which is free to use for 60 days after the event.

The Event

8.30 – 9.20

Networking breakfast and sign in

9.20 – 9.45 

Maarten Pieters on Total Co-creation Framework and how applied

9.45 – 10.15

Steven Walden on Best Practice Case Studies

10.15 – 10.45

Olaf Hermans on Relationship Intelligence and Co-Creation Metrics

10.45 – 11.05

Coffee

11.05 – 12.50

Facilitated learning: Co-Creation CX Scenario 1

12.50 – 14.00

Networking lunch

 14.00 – 14.30

David Pinder on customer value creation 

 14.30 – 15.30

Facilitated learning: Co-Creation CX Scenario 2

 15.30 – 16.15

Facilitated learning: Co-Creation CX Scenario 3

 16.15 – 17.00

Networking drinks

Post Event

After the event you have a full 60 days access – at no additional cost – to the Co-create platform where you will be able to continue your co-creation interactions with the experts, fellow delegates and vendors. We’ll be helping you with white papers, webinars and other exciting content.

Your investment for the day: £499 per person. Book now to secure your place on this MUST attend event.

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