South Australia Events

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)
02 May 2019 ICON SA presents the Venue Highlight Series: Sparkke at the Whitmore - How Sparkke Change Beverage Company formed to positively disrupt the alcohol industry
29 March 2019 ICON SA: Passion to Profession
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
23 August 2018 ICON SA: Leveraging LinkedIn
22 June 2018 ICON SA: Rebranding and making a brand comeback… could you do it?
22 May 2018 ICON SA: Influencing from Within
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
26 September 2017 ICON SA: It's a match! How to build relationships
04 August 2017 ICON SA: Launch Party
18 July 2017 ICON SA: Practical use of digital marketing and social media for professional services
18 July 2017 ICON SA: SAVE THE DATE
08 May 2017 APSMA SA: Outperforming through Client Experience Excellence
12 April 2017 APSMA SA: Understand the complexities of the digital landscape for professional services
22 November 2016 APSMA Webinar: Client Centricity – How to Execute and Measure ROI
02 November 2016 APSMA SA: End of year celebrations - Twilight at Adelaide Oval
27 October 2016 Australia & New Zealand Conference 2016 - Conference and Cocktail Party
26 October 2016 APSMA - Annual General Meeting 2016
14 September 2016 APSMA SA: The State Brand – From awareness to meaning
19 August 2016 APSMA SA: Personal brand - what do you want people to say about you?
27 July 2016 APSMA Webinar: What drives favourability? How have General Counsel and their legal teams been evolving?
06 June 2016 APSMA SA: Having a Powerful Presence
02 June 2016 APSMA Asia: 2016 Asia Conference - Navigate
14 April 2016 APSMA SA: The secret to online PR success
15 March 2016 APSMA Masterclass: Winning work in the age of procurement
10 February 2016 APSMA SA: Digital disruption, the next step - is your business embracing the… "user driven apocalypse"?
19 November 2015 APSMA SA: Masterclass - Creating Client Value in Professional Services
07 October 2015 APSMA SA: Demystifying privacy laws for marketers
27 August 2015 Postponed: APSMA NSW - Thirsty Thursday Reconnect with your colleagues!
18 August 2015 APSMA VIC - Short Black series Dîner en Blanc: Building an event from the ground up
12 August 2015 APSMA SA - Communication on the move – how do you connect and engage in a mobile world?
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