How to transform the customer experience
7 March 2019, 4:00PM - 7:00PM, CET Pieta, Malta
The way your organisation treats your customers has never been more important.
As power has shifted from companies to consumers, the mobile phone has become the remote control of our lives; and trust in institutions and traditional advertising has diminished. Customer trade-offs and decisions are more opaque and moving faster than ever in the digital age.
Customer experience will remain the battleground for growth in years to come. What this means for organisations is that they need to fundamentally change how they attract, engage and interact with customers across all functions, channels and parties.
To help your business become more customer-centric, we bring the ‘voice of the customer’ into the heart of your decision-making. Using insights, methods and tools put together by our experts, we can help design solutions to give your customers truly valuable services and then delight them in ways which keep them coming back for more.
Our proven approach combines the science and art of service design, through our Customer Experience Excellence Centre, our research contains rich and practical insights we have gained from millions of points of customer feedback.
Join us for an afternoon event presented by KPMG and KPMG Crimsonwing experts in customer experience and transformational journeys, who will be sharing insights in this realm.
Date:
7 March 2019
Venue:
KPMG Learning Academy, Floriana
Fee: Free of charge however kindly register your attendance here
Agenda:
| 16:00 - 16:15 | Registration and welcome coffee |
| 16:15 - 16:30 | Welcome address Eric Muscat, Partner, KPMG |
| 16:30 - 17:15 | Customer Experience - new operational excellence Stefanos Michael, Manager, Digital Transformation, KPMG |
| 17:15 - 17:30 | What does it mean for your business Adrian Farrugia, Associate Director, KPMG |
| 17:30 - 18:15 | Technological solutions Marco Amoedo, Chief Technology Officer, KPMG Crimsonwing |
| 18:15 - 18:45 | Panel discussion Eric Muscat, Adrian Farrugia, Stefanos Michael, Marco Amoedo |
| 18:45 - 19:30 | Networking |
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