Customer Experience Management (CXM) is a process of designing and optimizing customer interactions to meet or exceed customer expectations (Salesforce Get Feedback Blog).
As customer experience becomes key to business sustainability, successful brands learned to understand customer to deliver compelling and engaging experiences in the moment.
Customer experience management determines whether your company succeeds or fails.
CX champions, therefore, use smart insights derived from deep customer understanding to discover new business opportunities, expand customer relationships, and grow revenues (Forrester Research).
Forward-thinking companies engaged in innovation as the benchmark of CX leadership. Customer-centricity, disruptive systems, lean thinking are fundations for business growth.
CXM Seminar presents thought leadership, best practices, and successful case studies to start and improve existing CX strategies. Get new approaches to refresh and reboot your CXM program.
Key Seminar Topics
1. Pillars of Customer Experience (CX) Program and Understanding Its Maturity Level
How do you keep your CX program from crumbling down? A discussion on stabilizing the foundation of customer experience program and interpretations of CX maturity levels.
2. CX: New Approach to Managing Innovation in the Era of Disruption
How CX can help brands tackle fundamental challenges and navigating innovation process? Brands and business are challenged to go beyond conventional business thinking. Find out in case studies presented in this session.
3. Customer Insighting Leads to Exceptional Customer Experiences (CX)
Interpret trends in human behavior which aims to increase effectiveness of a product or service for the consumer increase sales for mutual benefit.
4. Measuring Success: Identifying and Analyzing Customer Experience (CX) KPIs
Metrics showcase the progress of customer experience initiatives and pinpoint areas for improvement. Key Performance Indicators (KPIs) play a crucial role in customer experience programs and in showing the Return on Investment (ROI) for every company.
5. The State of Customer Experience (CX) in the Fourth Industrial Revolution
The Fourth Industrial Revolution (4IR) is on everybody’s mind. Its technology — whether artificial intelligence (AI), the internet of things (IoT) or blockchain — is spreading fast.
Gathering and analyzing more data is a start, but it’s not enough. Companies have to use data to deliver an experience that makes consumers feel valued and engaged.
6. Powerful Combination of Data and Creativity Fuels Customer Experiences (CX)
The ability to come up with original ideas enables marketers to create competitive advantage for businesses. Organisations know that data and creativity are equally important to their future success.
7. Beyond Loyalty: Consumers Emotional Connection to Your Brand
Emotions are the driving force behind 50% of all buying decisions.
A brand’s connection with consumers’ emotions (aka brand intimacy) directly affects the growth of its business. Brand intimacy encourages bonds that are reciprocal and are deepened by emotions. The user must have engaged with or repeatedly tried a brand before a connection is expected.
Who Should Attend
Managing Directors, General Managers, Business Owners, CMOs, Entrepreneurs, Innovators, Business Development Directors/Managers, Strategic Planners, Corporate Planning Executives, Brand Marketers, Product Managers, Category Managers, Advertising Managers, Sales Managers, CRM Directors/Managers, Digital Directors, Digital Marketing Service Providers, Agencies, Publishers, Media, E-Commerce Entrepreneurs, Startups, Account Managers, Branch Managers, Customer Service Representatives and Agents, Customer Care Personnel, Account Managers/Officers, Government, Academe, and those who are involved in customer experience management and responsible for driving innovation, strategy, marketing, business development in the organization.
PHP 9,999 + VAT, inclusive of meals and kit
Discount Scheme (Choose 1 discount scheme)
– Package of 5 + 1 (register 5 delegates and get additional 1 for free)
– 20% Discount for Early Bird (Register and Pay on or Before January 30, 2020)
– 20% Discount for Academe/Students/Government/NGOs
– 5% Discount to Past Delegates of Fiera Programs
Reviews on Past Customer Experience (CX) PH Seminar …
1. Very informative. Expectations were exceeded.
– Luis Castillo, Zuellig Pharma
2. Topics were relevant and discussed in an orderly manner.
– Dennis Makalintal, PNOC-EC (Philippine National Oil Company Exploration Corporation)
3. Speakers are all knowledgeable about the topics. The presentations were engaging and most of it are applicable to our company situation.
– Ruth Chiva, Zuellig Pharma
4. Very insightful seminar.
– Jon Lendl Mendoza, Petron Corporation
Call: +632-8896-0639, 8896-0637
Visit Website: www.fmi.com.ph
Stay updated on all our learning events!
Follow Fiera de Manila, Inc.
FaceBook Page: https://www.facebook.com/fierademanila
The Resource Speakers and Experts
President and COO
Yayu Javier is the President and Chief Operating Officer (COO) of Avanza, Inc., formerly MotivationAsia Philippines, Inc., a leading CRM and Loyalty Marketing company in the Philippines.
She has over twenty years professional experience in CRM, loyalty marketing and performance improvement; seventeen years experience in integrated marketing communications industry covering Philippines and Brunei markets. She acquired incentive and loyalty training from Maritz, Inc., a leading loyalty and global company based in the US and was awarded Maritz President’s Honor Roll in 2008. Her professional exposure spans retail, FMCGs, banking, and telecom industries.
Her work experience covers advertising (creative design, strategic planning and execution), CRM, rewards and loyalty, data analytics, call center operations, IT design and development (mobile/web), events, research, and audit controls.
She is an established Expert in CRM and has been invited as resource speaker in the Philippine Marketing Association National Marketing Conference, Bank Marketing Association, Bank Marketing Association in the Philippines, and Philippine Franchise Association. She is a regular column writer on CRM and Customer Service for the Philippine Retailer Association magazine.
She is the current Secretary General of Marketing Institute of the Philippines; President of Philippine Marketing Association in 2014; Board of Trustees of the Bank Marketing Association of the Philippines.
She holds an MBA from Ateneo Graduate School and Bachelor’s degree in Fine Arts major in Advertising from College of Holy Spirit.
Executive Strategy Director
Jason Cruz is the Former Head of Digital Strategy/Business Lead for Social, MRM/McCann Manila, McCann Worldgroup Philippines. He specializes in digital and integrated marketing solutions, social marketing and products, and digital education for clients.
He is one of the leaders and strategic planners for new business ventures for McCann Worldgroup Philippines.
His social media and community management strategies are applied in the industry through some of the country’s biggest brands and businesses. As a subject matter specialist, he has appeared in dozens of academic lectures around the country’s top universities and numerous television features.
He is a lecturer at the IIDM Certified Digital Marketer Program, Coach of Bootcamp Program at Primal Ape CrossFit (primalapeCF.com). He is a Senior Writer of WhenInManila.com.
He holds a Bachelor of Arts degree in International Studies at De La Salle University.
Founder and Chief Experience Officer
Quiddity Usability Labs
Denise Haak is the Founder and Chief Experience Officer at QUIDDITY Usability Labs, a firm that specializes in User Experience, building and improving digital products that are grounded on usability principles. Her current roster of clients include Cebu Pacific, McCormick Culinary, UnionBank, and some pretty nifty start-ups.
Prior to QUIDDITY, she held the role of Agency Business Lead in Google, which she joined in 2012 as part of the inaugural team that was to eventually launch the Google Philippines office. There she worked to foster online marketing evangelization, develop digital capabilities, and strengthen partnerships with local advertising and media agencies.
Denise has spent over a decade in the advertising industry, cultivating client partnerships in her past agencies MRM, Publicis JimenezBasic, Bates 141 and Ogilvy, with brands such as Coca-Cola, Unilever, Nestle, L’Oreal, Kimberly-Clark, Pfizer, J&J, Motorola, Jollibee, Globe Telecom, Ayala Land, Unilab, and San Miguel.
Having endeavored all dimensions of traditional advertising, from PR to above-the-line, Denise inevitably came back to her roots, embracing her inescapable passion for all things digital – an attribute no doubt inculcated by her Computer Science education at De La Salle University.
A noteworthy speaker, Denise has designed, conducted and participated in hundreds of workshops and seminars covering everything from user experience, product development, digital marketing, brand activation, strategic planning and ideation.
In her spare time, Denise enjoys the company of her husband and two boys, plays Ultimate Frisbee, and volunteers her expertise as a mentor and coach for programs such as MarkProf, Globe University and Certified Digital Marketeers. And yes, she speaks Tagalog fluently.