#2 LOYALITETSKONFERENCEN
– 20. JUNI 2024.
Dansk Markedsføring, CBS og Dansk Industri gentager succesen fra sidste år, hvor Loyalitetskonferencen trak fuldt hus og introducerede deltagerne til den nyeste forskning indenfor kundeloyalitet, medlemsklubber og kundeoplevelser. Deltag og bliv inspireret af internationale cases, de stærkeste forskere og af virksomheder der har ramt et tårnhøjt loyalitetsniveau hos deres kunder.
Og indrømmet. Overskriften er lidt kryptisk og kan opfattes på flere måder. For er vi ikke for længst kommet til slutspillet om, hvor centralt CX er for virksomheder?
CX – The End Game er din mulighed for at åbne dit firmas fulde potentiale, ved at få overblik over friktionspunkter i kunderejsen, effektiv CX måling og den finansielle betydning. Du vil møde en stærk række af indsigtsfulde talere, som har mestret kunsten at oversætte kundefokus til finansiel succes på global plan.
Velkommen til den definitive konference om Loyalitet og CX-målinger.
Konferencen afholdes:
Tid og sted:
20. juni, kl. 08:30 – 16:00.
Konferencen afholdes hos:
Dansk Industri
H. C. Andersens Boulevard 18
1553 København V.
Har du brug for hjælp til din tilmelding så skriv til: tilmelding@markedsforing.dk
Bemærk vores afbestillingsbetingelser – dem finder du her.
På dagen vil du få indblik i:
- ROI af CX
Oplev hvordan man kvantificerer indvirkningen af CX på bundlinjen, fra at forbedre kundeloyalitet til at optimere driftseffektivitet. Lær at udnytte kraften af kundefeedback til at finpudse dine produkter, tjenester og den samlede kunderejse.
- Den nyeste CBS analyse inden for CX
Hvad er niveauet i 2024 på CX i danske virksomheder? Forstå hvordan kundeoplevelsen direkte påvirker vigtige økonomiske målinger som omsætningsvækst, kundelevetidsværdi og omkostninger til betjening.
- CX i et B2B perspektiv
Hvordan sikrer globale B2B organisationer, at CX understøtter deres forretning i samme grad, som vi har set i B2C verdenen?
- Teknologiske innovationer
Udforsk hvordan AI, mashinlearning og dataanalyse kan personalisere kundeoplevelser og strømline processer for bedre finansielle resultater.
- Mindset innovation
Sammenhængen mellem kundemindset og CX måling.
- Medarbejder-kundesynergien
Afdækning af den kritiske forbindelse mellem medarbejdertilfredshed og kundetilfredshed, og hvordan man dyrker en kultur, der kæmper for begge.
- Feedback som et strategisk værktøj
Lær at udnytte styrken ved kundefeedback til at forfine dine produkter, services og den overordnede kunderejse.
- Netværksmuligheder
Mød ligesindede, mentorer og innovatører. Del indsigter, indgå partnerskaber og samarbejd om nye ideer i et miljø, der summer med energi og kreativitet.
Mød årets keynote-talere:
Paula Courtney, President & CEO, The Verde Group. (Canada): “Enhance financial outcomes with Revenue@Risk®, a strategic CX model focused on actionable insights and reducing customer friction”
A passionate change agent and entrepreneur, she believes that organizations remain competitive and profitable when they are brilliant at the basics of service delivery.
As President of the Verde Group, a global market research consultancy specializing in helping companies improve customer retention, Paula leads the development of new research methods for helping companies quantify the financial impact of their customer experience. The Verde Group’s Canadian and US retail studies have been published globally in over 35 publications including Business Week, Forbes, the Wall Street Journal and Harvard Business Review. A frequent conference presenter, Paula has delivered keynote presentations for various industry and professional associations.
Paula holds a BSc in Psychology and a post graduate certification in Personnel & Industrial Relations (CPIR) from the University of Toronto. Paula is also fluent in French, Spanish and Portuguese.
About Verde:
The Verde Group helps organizations identify and quantify the financial risk of poor customer experience (CX). Verde’s emphasis lies in pinpointing and transforming the moments that truly shape customer loyalty and value. Its research methodology is rooted in understanding human behavior, recognizing the strong motivators for change triggered by negative experiences. This focus translates into breakthrough improvements and increased profitability for its clients. The company’s track record includes work with hundreds of Fortune 1000 companies in sectors including retail, finance, technology, and more.
Presentation Outline:
Paula’s presentation challenges the status quo of CX measurement and its impact on business results. She presents an alternative approach, the Revenue@Risk® methodology, arguing it offers a more direct connection to financial outcomes
Key Themes:
- Disconnect: Even with widespread CX investment, most businesses aren’t seeing significant results in their CX measurement efforts due to a disconnect between insights and strategic decision-making.
- Metrics Limitations: Traditional CX metrics like NPS fail to accurately predict customer behavior or financial impact.
- Friction Focus: Paula advocates for understanding specific “friction” experiences that impede customer purchasing, rather than focusing on general attitudes.
- Revenue@Risk® Solution: This model connects CX to financial performance, providing a more actionable metric to guide CX improvement efforts.
Joost de Blienk, Global Commercial Intelligence and CX Leader, Mercer/MarshMcLennan (Holland): “A Client Experience Feedback program is useless if it is not tied to revenue growth”.
Commercial, Marketing and Sales are still too often seen as separate departments, owning separate steps in the clients’ journey. It has been Joost’s mission over the years to demonstrate how to enhance the client experience by bringing everything together in a seamless journey, and showing the role predictive data-analytics and AI can play in this. Through measurable and tangible outcomes, he has been successful in creating aligned commercial processes that use the voice of the client and commercial intelligence to develop targeted, impactful strategies and bring the right experience, to the right client at the right time.
Joost is a dedicated and focused professional with 15+ years of broad national & international experience in the areas of Commercial Intelligence, Marketing, Commercial go-to-market Strategies and Planning, Branding, Research and General Management and holds a MSc in Marketing.
Company Overview:
- Marsh McLennan is the world’s leading professional services firm in the areas of risk, strategy and people. with more than 85,000 colleagues in 130 countries and annual revenue of over $20 billion. We help corporate and public sector leaders navigate an increasingly dynamic environment through four market-leading businesses – Marsh, Guy Carpenter, Mercer and Oliver Wyman. Our clients are looking for expert guidance to navigate mega trends and a changing risk landscape. Our new Client Engagement Model maximizes the value we deliver for clients through a consistent client experience that leverages our best practices and resources.
Presentation Overview:
Joost will be focusing his presentation on the following 3 topics:
- Setting up a multi-touchpoint Voice of Client program across different brands within the same Enterprise
- Leveraging cutting-edge AI-driven analysis to uncover invaluable insights for enhancing client satisfaction and loyalty.
- Empowering leadership to not only enhance client satisfaction but also effectively use the tangible commercial benefits, driving investment and fostering long-term growth.
Kåre Carlsen, Head of Membership, Energy & Charging, FDM
Program:
| 08:30 | Registering og kaffe. |
| 09:00 | Velkommen og intro til dagens program Ved direktør, Jakob Kjeldsen, DI Handel, moderator Jonas Sylvest, CX og Loyalitetsekspert, tidl. CCO Accenture og Hjaltelin Stahl. |
| 09:15 | CX i et akademisk perspektiv og lidt om den seneste forskning. Hvordan sikre vi sammenhængen mellem CX-målinger og finansiel performance. Starter udfordringerne med en ledelsesmæssigt kognitiv bias? Professor, Torsten Ringberg, Copenhagen Business School. |
| 09:45 | Keynote: Even with widespread CX investment, most businesses aren’t seeing significant results in their CX measurement efforts due to a disconnect between insights and strategic decision-making. Metrics like NPS fail often. Focus on “friction” experiences. Paula Courtney, President & CEO, Verde Group. |
| 10:25 | Pause |
| 10:45 | Keynote: The only constant is change and the ones adapting to change in the most effective and efficient way will add the most value.” – Setting up a multi-touchpoint Voice of Client program, Leveraging cutting-edge AI-driven analysis and Empowering leadership. Joost de Bliek, Global Commercial Intelligence and CX Leader, Marsh McLennan. |
| 11:25 | Case: Kåre Carlsen, Head of Membership, Energy & Charging, FDM. |
| 12:00 | Frokost |
| 12:45 | Keynote: Albatros: CX-strategi Oplevelsen starter lang tid før du sætter dig I flyveren og fortsætter også efter du har plantet benene I Danmark. Hør om hvordan Albatros arbejder med kunderejsen, skaber tillid og gør det lettere at rejse. Hvad er et Albatros øjeblik og hvordan arbejder vi målrettet med at skabe endnu flere på tværs af Albatros rejser på 7 kontinenter. Thomas Stack har arbejdet med kundeoplevelsen hos Albatros i snart 10 år og er podcast vært I ”Kunderejsen” hvor han interviewer CX-ledere og profiler. Thomas Stack, Head of Customer Experience, Albatros Travel & host på podcasten: Kunderejsen. |
| 13:20 | NPS Today: Kundecase – Rikke Ferrari Thomsen, Group Chief Commercial Officer, LEMAN. |
| 13:50 | Salesforce: Kundecase – Transforming Customers into Loyal Advocates: Trends and Insights with Salesforce and Adrian Kaule, Head of Sales, Marketing, Product & UX, Nemlig.com. Join Salesforce at the Loyalty Conference for an insightful session on the latest trends in loyalty management and strategies to transform customers into dedicated brand advocates. Discover how companies can leverage loyalty programs to drive business growth and deepen customer relationships. Featuring a special guest appearance by Nemlig.com, this session will explore their innovative approach to customer loyalty and share practical examples of how they foster lasting connections with their audience. Don’t miss this opportunity to learn from industry leaders and gain actionable insights to enhance your loyalty initiatives. |
| 14:20 | Pause |
| 14:45 | Resultater fra CX-undersøgelse, gennemført af CBS i samarbejde Dansk Markedsføring og DI Handel. Ekstern lektor, Per Østergaard Jacobsen, Copenhagen Business School. |
| 15:20 | Wrap up på dagen Jonas Sylvest, moderator. |
| 15:35 | Netværk + forfriskninger |
| Tak for i dag! | |
Modtag på konferencen CBS’ nyeste analyse som tager temperaturen på CX og giver dig svar på:
- Hvad og hvordan måles der på CX?
- Hvad er virksomhedernes appetit på supplerende målinger
- Hvordan ser fremtiden ud for CX målinger?
- Hvor godt forbindes CX målingerne med økonomiske resultater?
- Er NPS i dets enkle form en uddøende måling?
BEGRÆNSEDE ANTAL PLADSER
TILMELD I DAG
Medlemmer
2.295 DKK Ex.mons
Øvrige deltagere
2.995,- DKK ex. moms
Konferencen præsenteres af:
*Konferencen afholdes i samarbejde med .NPS.today og Salesforce og oplysninger om deltagerne (navn, titel, virksomhed) deles efterfølgende med partnerne.
Har du spørgsmål til konferencens indhold, så kontakt moderator og medlemschef Kasper Rubæk, Dansk Markedsføring.
Vil du høre mere om mulighederne for at blive sponsor på dagen, så kontakt salgschef, Jeanette Jønsson.
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8 TIMER I LOYALITETENS TEGN
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