Customer experience on Purpose
From the chief officers to the front line.
Great products are no longer the key to success, why the customer experience should be at the top of the agenda for all CEOs. An authentic customer experience increases engagement, advocacy and loyalty – and delivers business growth. But who takes the lead when it comes to defining it? As with any business-critical issue, the C-suite does.
Co-founder, Strategic Horizons LLP
Pine is an internationally acclaimed author and speaker within the topic of “customer experience”. Pine is the co-author of the best-selling book “The Experience Economy: Work Is Theatre & Every Business a Stage”, which argues that companies can no longer simply provide goods and services today. Instead, companies must offer experiences: memorable events that engage each customer in an inherently personal way. In 2007, Pine wrote “Authenticity: What Consumers Really Want”, which recognises that in a world of increasingly paid-for experiences, people no longer accept “the fake from the phony”, but want “the real from the genuine”. When deciding to buy, consumers judge an offering’s (and a company’s) authenticity as much as – if not more than – price, quality and availability.
Founder of Smith+Co
Shaun has been a leader in expanding management attention from the narrow focus on customer service to the wider, more strategic drive towards customer experience. He is the founder of Smith+Co, the leading UK-based customer experience consultancy. He is co-author of five acclaimed business books, his most recent being “On Purpose: Delivering a Branded Customer Experience People Love”. Shaun has spoken to audiences across the world and in many sectors. He is a Fellow of the Professional Speakers Association and a member of the Global Speakers Federation. Shaun is a recipient of the PSAE (Professional Speaking Award of Excellence).
Senior Innovation Director at LEGO Group
The toy industry is changing as a result of digitalisation, new technologies and emerging new competitors. The LEGO Group have succeeded in being global and authentic at the same time by taking control and making sure that the customer experience is delivered throughout the customer journey. At the heart of the LEGO Group, a special unit has been tasked to tackle disruptive challenges through agile and customer-centric development. David Gram, Senior Innovation Director at LEGO’s Creative Play Lab, will share his hard-learned insights from doing radical, authentic innovation at the LEGO Group.
Thomas Christian Bruhn
Vice President of Consumer Excellence at Coloplast
Coloplast has for a long time been the frontrunner in the health care services and devices when it comes to navigating and creating an authentic consumer experience in a multi-stakeholder environment. They have understood the importance of being authentic and delivering a seamless experience across channels on a global scale. Vice President Thomas Christian Bruhn has built up the department of consumer excellence at Coloplast and is continuously focusing on how to develop a true and authentic consumer experience, seamless in all contact points – digital as well as physical.
08:00 Doors open and light breakfast
08:30 Introduction: Why the customer experience is your new strategy
08:45 JOSEPH PINE – Authentic Customer Experience
09:30 Q&A session
09:45 SHAUN SMITH – On Purpose: Delivering a Branded Customer Experience People Love
10:30 Q&A session
10:45 Coffee/energiser break
11:00 Case company 1: LEGO A/S
11:30 Case company 2: Coloplast A/S
12:00 Case table 1: Choose between the four speakers
12:30 Case table 2: Choose between the four speakers
13:00 Getting started, wrap-up and lunch
13:30 Closing remarks