According to a recent Frost & Sullivan survey, 80% of customers base their choice of provider on Customer Experience; these are the trends that companies need to be aware of. Given the importance of Customer Experience in attracting and retaining customers, businesses must understand how easy it is to make important improvements.
Agenda of Episode 2: Redefining the customer experience
L-DIH talks: Redefining the customer
- 12:00 – 12:50 Registration and lunch
- 12:50 – 12:55 Welcome and agenda presentation – Jean-Paul Hengen, Company Relationship Manager – ICT, Luxinnovation
- 12:55 – 13:15 Shaping your customer’s experience in the digital age – Tobias Stolz, Country Manager, Sopra Steria PSF Luxembourg
- 13:15 – 13:35 Redefining the customer experience for New Growth – Dr. Marc Sniukas, Director Innovation & Head of the Deloitte Garage, Deloitte
- 13:35 – 13:55 Voice of the end Customer – Claire Mammerickx, CCXP – CX Manager, Prodware
- 13:55 – 14:15 CFL Case Study: Social Media – Client centric approach through innovation and digitalisation – Christian Kettmann, CIO, CFL Group
- 14:15 – 14:20 Wrap-up and introduction to Episode 3 – Jean-Paul Hengen, Company Relationship Manager – ICT, Luxinnovation
