New Zealand

Upcoming events

    • 17 June 2019
    • 11:00 AM - 12:00 PM
    • Webinar details will be confirmed closer to the webinar
    Register

    Defining Client Experience – what is it and what it is most definitely not:

    CX is often thought of in a relatively tactical, reactive way, yet the opportunity for professional services firms is immense. Often confused with Customer Service, which is only a very small part of CX, the experience your customers are having on a daily basis engaging with your firm is likely to be the single most powerful contributor to your success. 

    This webinar will highlight the key factors that come together to create the experience for your customers, whilst providing guidance on how you can start to develop a truly market leading customer experience. 

    The 10 Guiding Principles of CX:

    During this webinar, we will consider one of the most powerful of the 10 Principles Behind Great Customer Experience - Setting and Meeting Expectations, and why they are so important for Professional Services.

    Client Experience as an advantage – not a replacement.

    When CX can add real value? We’ll discuss the four key factors that impact sales and success: Proposition, Brand, Awareness and Client Experience. If the first three are weak then CX cannot act as a replacement. It cannot fix a substandard or poor proposition; it cannot be the only source of brand affinity; and it is not the most effective way of gaining market awareness. If the other factors are strong as they often are in Professional Services firms - then CX can be incredibly powerful.

    Why CX is so urgent in professional services firms – next to zero differentiation

    Aside from the colour of their logos, almost everything else in Professional Services is uniform. There are strong but similar propositions and capability; they are strong but similar brand affinities; and there is well established but similar market awareness. We will look into what the missing link is.

    How to better understand your customers – using design thinking to design great experiences.

    To provide a tangible starting position, this webinar will outline the four stages of great human centred design - and explain why it is so important to deeply understand what is really going on with customers before designing solutions. We’ll look at why business problems need to be so clearly defined and we’ll introduce the value of qualitative interaction - through ethnographic interviews and targeted observations - as a solutions to get this moving.

    Presenter details:

    Matt Johns
    As a qualified former under cover officer, Matt has spent a long time understanding what drives human behaviour. Matt uses his unique experience in the police and as the Acting Chief Strategy Officer at Deloitte to help firms develop a deep understanding of the experience they are currently creating for their customers.

    Matt believes the experience your organisation creates for your customers is one of the most powerful competitive advantages you can develop. Yet too many businesses are leaving this to chance and in many cases barely doing enough to keep up with their competition. Together with you, he seeks to understand how they truly feel and think, not just what they are prepared to say.

    From this base, he works with you to visualize the end to end experience by tracking the emotive journey of the customer and identifying opportunities to transform the experience. He guides you through a process of targeted ideation to design new, compelling experiences, including robust testing to ensure each new idea will have the desired impact. Ultimately, his goal is to help you design deliberate experiences for your customers that will create true competitive advantage.

    Event details:

    Date:  Monday, 17 June 2019
    Time:

    Auckland - 1:00 pm - 2:00 pm
    Sydney / Melbourne / Brisbane - 11:00 am - 12:00 pm
    Adelaide - 10:30 am - 11:30 am
    Hong Kong / Singapore / Perth - 9:00 am - 10:00 am

    Login Details: Webinar - login details to be sent to registrant closer to the webinar
    Price: ICON Member: AUD$40
    Non Member: AUD$60
    * Please note all invoices will be in AUD. 

Past events

23 May 2019 ICON Masterclass: Professional Services Pricing (Hong Kong)
20 May 2019 ICON Masterclass: Professional Services Pricing (Sydney)
18 October 2018 2018 ICON Australia & New Zealand Conference XQ Market Leadership
18 October 2018 2018 ICON Australia & New Zealand Conference: Breakfast Event - Using AI to deliver a standout B2B Experience
17 October 2018 ICON - Annual General Meeting 2018
08 August 2018 ICON NZ: Join us for a mid-winter warmer!
25 June 2018 ICON NZ: How to Use Client Experience and Empathy Mapping to Boost Client Insights
06 March 2018 ICON & beaton Webinar: Innovation – what clients want from law and engineering firms
01 March 2018 ICON 25th ANNIVERSARY CELEBRATION
11 December 2017 ICON study: Pursuing web performance - Complimentary session
19 October 2017 ICON Australia & New Zealand Conference 2017
18 October 2017 ICON - Annual General Meeting 2017
05 October 2017 ICON NZ: Distinction or extinction? How leadership can help you win the battle for business
21 September 2017 ICON NZ: CONNECT Spring Networking Drinks
26 July 2017 ICON NZ: Smart Seeds – Using innovative events to build stronger client relationships
22 March 2017 APSMA NZ: How to Manage and Protect your Digital Identity
22 November 2016 APSMA Webinar: Client Centricity – How to Execute and Measure ROI
27 October 2016 Australia & New Zealand Conference 2016 - Conference and Cocktail Party
26 October 2016 APSMA - Annual General Meeting 2016
08 September 2016 APSMA NZ - Christchurch: How can you help the leaders of your firm to get in front of the key decision makers in your target clients?
27 July 2016 APSMA Webinar: What drives favourability? How have General Counsel and their legal teams been evolving?
26 July 2016 APSMA NZ: Shifting the Focus - marketing ideas for associates, seniors and managers
29 June 2016 APSMA NZ - Wellington: How can you help the leaders of your firm to get in front of the key decision makers in your target clients?
02 June 2016 APSMA Asia: 2016 Asia Conference - Navigate
01 April 2016 APSMA NZ: How can you help the leaders of your firm to get in front of the key decision makers in your target clients? Learn how to make it happen
15 March 2016 APSMA Masterclass: Winning work in the age of procurement
11 February 2016 APSMA NZ: How to improve your influencing skills
22 October 2015 Australia & New Zealand Conference 2015 - Conference and Cocktail Party
30 July 2015 APSMA NZ Auckland: Mid-Year Social and job market update with Robert Walters
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