December 12, 2023 | 9:00 am EST
Agenda
9:00 am - 9:30 am
Delivering an Awesome Experience: The LEGO Group’s Approach to Customer Centricity
Susana Cambeiro -
Senior Director Service Experience, Business Service Operations,
LEGO Group
It is unsurprising that a company like LEGO Group prides themselves on their customer experience. In the last few years they’ve transformed their business service operations to ensure internal customers get the same great experience as well. In this session, Susana Cambeiro, Senior Director of Service Experience talks us through:
- How LEGO Group assess their user-journey
- The role of account managers in shared services
- What metrics are tracked for driving experience excellence
9:45 am - 10:30 am
Transforming EX And CX With Conversational And Generative AI
Elizabeth Tobey -
Head of Marketing for Digital Solutions,
NICE
Using artificial intelligence for customer experience is, by no means, a new trend. And while generative AI is the relative newcomer, it too, has been around for a bit. We’re going to talk today about what these technologies are and touch a bit on what makes them so powerful. We’ll discuss how using AI solutions for the customer experience and shared services industries can create dramatic improvement to personalization and customer centricity and the next steps to take this technology from interesting and novel to relevant and useful.
10:30 am - 11:00 am
Unlocking Service Excellence in GBS: The 5 Essential Elements
Naomi Secor -
Global Managing Director,
SSON Research & Analytics
Kip Fanta - Advisor, Inixia
Service management is at the core of service delivery. This session will emphasize the fundamentals of effective service management, drawing on global best practices from P&G and several Fortune 20 companies. Attendees will gain insights into the five critical and foundational aspects of service management, including:
- Cost versus value creation as a deliverable
- Brand building as a value framework
- Distinguishing between users and customers
- Defining value delivered
- Adopting the right strategy for success
11:15 am - 12:00 pm
Panel Discussion: The Quick Guide To CX in GBS: What Does Best-In-Class Look Like?
Etienne Grisvard -
Head of Procurement Solutions,
Takeda Pharmaceuticals
Maciej Piwowarczyk - Global GBS Executive, Career Coach & Mentor, Transform with Magic
Margot Guy - Vice President Shared Services Center, Omni Hotel and Resorts
Farley Fernandes - Senior Manager, Customer Experience - Global Business Services, adidas
At a time when cost-cutting is what most CFOs are pushing for, it can be easy to relegate CX initiatives to the bench, but ignore them at your peril! A Good customer experience can have a dramatic impact on your bottom line as well as numerous other benefits including greater revenue, increased loyalty and improved employee retention. In this session we take a look at how to get started with your CX program.
- The metrics used to analyze and track customer satisfaction
- Getting leadership buy-in for your CX project
- Prioritzing and working with key customers around the world
- How to build trust in your customer relationships
