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IDC CX & Customer Success Forum

Management strategies to increase customer satisfaction, NPS and revenues in difficult economic times

Customer relationships built on mutual trust, value exchange and partnership

Brands that prosper in the digital business age will be those that elevate CX and customer success to the top of a customer-centric business agenda.
Overview
Customer Experience continues to top European enterprise executives’ business priorities. Despite adverse economic conditions there is no withdrawal from digital transformation projects designed to deliver superior customer experiences. European companies are seeking to retain and grow their customers by delivering a compelling combination of smart personalization, emotional engagement and next-gen customer journeys ('customer adventures').

CX technology and services remain key investment areas, and now all industries and large enterprises have digital subscription products, customer success is becoming a new area of investment to ensure customer satisfaction and retention. Both CX and customer success are key to supporting new digital business model innovations and are critical to delivering the CEO's future business resilience and growth agenda.
Why Attend?
This event will help CX, Customer Success and Technology managers to better understand the best management practices in Customer Listening and Engagement and Customer Success. We will help you to evaluate your current CX and Customer Success technology offerings and to plot a technology roadmap to superior CX and best-in-class Customer Success.

We are looking forward to welcoming you at our CX & Customer Success event on the 25th of April! If you cannot join on this date, register anyway - we will share the recordings afterwards.

Speakers

Agenda

Filter Topics

Tuesday April 25, 2023
8:45

Attendee Login and Networking

9:00

IDC Welcome

9:05

IDC: The research facts, proof points and predictions driving enterprises to invest in superior CX and customer success services

9:25

ChromeOS: How to secure and optimize your contact center

9:40

Miinto: Customer centricity as a growth and profitability driver for Miinto

10:05

Lindström: Towards consistent omnichannel experience in B2B

10:30

Coffee Break

10:40

Tover: Increasing Customer Lifetime Value through Partner Success

11:05

A.P. Moeller Maersk's Journey to Improve NPS: Lessons Learned and Best Practices

11:30

Final remarks followed by networking

Key topics

These are the main topics we will talk about

Defining Customer Listening and Engagement and its core components

Customer Listening and Engagement best practices and real-life case studies

Technology and data required to enable Customer Listening and Engagement

Tips and tricks for implementing Customer Listening and Engagement

Using the IDC Customer Success Maturity Model to define next best actions

Key attributes and management practices of best-in-class Customer Success operations

Technology and data required to empower Customer Success teams to thrive

Customer success top tips – how to expand your customer influence and scale in collaboration with business partners

Measuring Customer Listening and Engagement and Customer Success

The future of CX and Customer Success and the key business and technology challenges

Partners

Platinum Partner

Knowledge Hub

What Will Customer Experience Look Like in Retail?

The 3 Dimensions of Retail Immersive Customer Experience
Learn More

Is Customer Obsession Really a Good Thing?

There are good reasons why the most important financial statements are “balance sheets” and “profit and loss”. They are designed to show a balanced, objective and factual view of the business performance and viability. There is no room for an emotionally charged item such as “customer obsession” in these documents.
Learn More

How to Create a Customer-Centric Organisation Using Just ONE Word

What’s in a word? Well, quite a lot actually. My one word is “experience“. “Experience” currently only appears in one place in organisations. That’s in the Customer Experience (CX) Department. You might not even have a CX Department. The CX Department is generally small (5–15 staff), and its job is to win over the hearts and minds of potentially thousands of employees that CX practice is a good idea.
Learn More

Dinner events

IDC Forums are hybrid and will, on request, be followed by small-scale, personal dinner events, where you can network with Senior Business Decision-makers, IDC Analysts and our sponsor partners. The personal dinner events take place in the following cities: Stockholm, Oslo, Copenhagen, Helsinki, Brussels, and Amsterdam.

Joining a dinner event offers an excellent opportunity to meet and connect with other senior business decision-makers and have some great conversations about a specific topic of your professional interest. The event will be facilitated by one of our IDC Research Directors, who will present new IDC data and insights and facilitate the discussion during the evening, typically at a five star restaurant from 17.00-21.30 on a weekday.

If you are interested in being invited to our dinner events, please email IDC Conference Director Camilla Hove Toft at chovetoft@idc.com or Peer Jensen at pjensen@idc.com if you would like to sponsor one of them.

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Contact Us

Camilla Hove Toft

Conference Director, IDC

Peer Jensen

Senior Sales Director, IDC Northern Europe Region, IDC Nordic

About IDC

60 Years
1300 Analysts
110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,300 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.