ICON Webinar: Using CX to improve the business

Using CX to improve the business

In the second Deliberat/ICON webinar we will be diving deeper into why your customer experience focus needs to be clearly aligned to a business need - whether it be a recent acquisition, increased spend or cost reduction. The business need should be crystal clear before any work begins - this webinar will set out to impart how best to go about doing this. The webinar will explore the five key areas that your project needs to contribute to for it to be truly effective as well as how to avoid developing ideas in isolation (that often lose internal support). 

In the second half of the webinar, we will also be discussing how to make sense of your business strategy to help guide your thinking and to ensure real value is created. 

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: