The 27th of June was the launch of our breakfast series, 'Discover Experience Optimisation'. The event was a huge success, and we had over 25 marketers from 20 companies attend.
The event, titled 'Innovative Customer Acquisition Strategies' saw six expert speakers give a range of talks on some exciting topics. First up, our CEO David Shiell gave an introduction to 'Experience Optimisation', before the other speakers had their say through an inspiring morning of presentations. If you missed the event then you can check out their summaries and key highlights below or watch the highlights on this video.
Registration for the second event in our series – 'Discover Innovative Retention Strategies' – will be opening soon. Spaces disappeared quickly for our last event, so please register your interest at the bottom of this page and we'll share more information with you soon.
The CEO here at House of Kaizen, David Shiell kicked off the morning with an introduction to the topic of 'Experience Optimisation'. The talk explored how Experience Optimisation is an approach to the multi-channel unification and optimisation of brands throughout the entire customer journey. The goals are quality and consistency for every interaction, online or offline.
Social media is a crucial element of the customer journey, where engagement and optimisation is vital. Yoann's wide-range of experience working for Deliveroo (B2C) and more recently Perkbox (B2B) inspired his presentation on how using social media and digital channels is key to enhancing the customer experience, fuelling acquisition and driving business.
Osh Rice is our Senior Account Director here at House of Kaizen and his talk at the event focused on digital experience, psychology and customer behaviour. He argued that by better understanding your customers' behaviour through a combination of actionable research and data, you can make the most of your media spend – and improve your customer experience at the same time!
Max Flajsner is Head of Performance Marketing at NMPI and his presentation explored how a bad customer experience has a negative impact on your business. Max argued that aligning your teams and avoiding silos, alongside delivering the right message to the right person at the right time, is the cornerstone of a successful customer experience strategy.
As the Head of Customer Experience at Manchester Airports Group, Leanne showed how they have overcome challenges by approaching them methodically. They have enhanced their voice channel experience, by driving efficiencies in call answer rates and call handling behaviours. This has created an omni-channel offering for both customer service and sales with the convenience of telephony self-serve via a dynamic Interactive Voice Recognition (IVR) facility.
Phil's presentation explored how important testing can be to achieving long-term business goals. He illustrated how session replay is a powerful tool enabling you to optimise your customer's experience with your brand online. In turn, this allows you to identify key business challenges, and to prioritise valuable customer insights to unlock new opportunities.
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