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Coverage: Nordics & Benelux

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.

Key topics

These are the main topics we will talk about

Customer is the centre

A company’s success only comes through meeting customer needs and the exchange of value anchored by empathy and trust.

Success through integration

For any brand, success only comes with an integration of customer expectations, technology interfaces, and business outcomes

Technology is a prism

Every interaction with a customer happens through a technology channel or includes a technology aspect that changes – enhancing or degrading – the experience.

Data is the lifeblood

The move from transactions to journeys will require immense amounts of data and an understanding of customers. Understand how data will be used to provide tailored journeys while maintaining customer privacy

Agenda

Filter Topics

Tuesday April 25, 2023
9:00

IDC Welcome Address & Instructions

9:05

IDC Keynote: The research facts that support investments business drivers and research proof points behind the new digital reality of superior CX and customer success services

9:20

Deepening Customer Understanding through Customer Intelligence and Voice of Customer techniques

9:30

Customer Success and Loyalty strategies

9:40

How and why CX, customer success and loyalty are hot and connected

9:50

Technologies to personalise your communications and channels and emotionally engage your customers

10:00

Coffee Break

10:10

Innovative ways of measuring your CX, customer success and loyalty performance

10:20

Customer journey management

10:30

Physi-Digital Experiences Driving the Future of Customers

10:40

Case Keynote: How a Customer Experience company delivers Customer Success

11:00

Fire-side chat: Real-time CX – is it real?

11:07

Fire-side chat: Automation Is not All: In-Person Engagement Still Matters

11:15

Case Keynote: Increase in Automation will Create a Huge Market, But In-Person Customer Engagement still has its Place

11:30

Employee experience and enterprise collaboration

11:40

Panel discussion: How is customer success measured and what distinguishes a great customer success manager?

11:55

Final remarks followed by networking

Speakers

Want to become a speaker?

Knowledge Hub

3 Reasons Why Customer Experience Management Platforms Fail

While customer experience (CX) and marketing leaders fully understand the importance of having a robust and well-managed customer experience management platform, too many fall foul of some key pitfalls in successfully implementing one.

Learn More

How to Transform CX into Customer Success and Loyalty

“Loyalty is for Labradors” is an old joke in marketing circles, especially in the digital world where a competitive alternative is just a click away. However, loyalty and lifetime customer value (LTCV) are critical to the modern sustainable and resilient enterprise.

Learn More

How Do European Countries Rank for Emotional Engagement?

Emotions have a long history in sales, marketing, and customer experience. Newspapers use sensational headlines to tap our sense of wonder and outrage. Shoemakers use athletes to inspire our competitive drive. Telcos and airlines use family calls and reunions to evoke love and affection.

Learn More

Contact Us

Camilla Hove Toft

Conference Director

Peer Jensen

Senior Sales Director, IDC Northern Europe Region, IDC Nordic

About IDC

58 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.