Post-Summit Workshops | Friday, 28th September 2018

9:00 am - 11:30 am Adopting Human-Centred Designs

Reinvent customer experience through your customers’ lens! Leverage design-thinking to uncover real pain points and drive business growth by proving engagement that resonates and insights that fuels innovations.
 
What Will You Learn?
 
·         Aligning human-centred design programs with your customer experience goals
·         Exploring different methodologies and techniques to be more customer-centric
·         Identifying customer pain points, the opportunities and prototyping possible solutions
·         Striking a balance between design-driven and human-centred
 
About Your Workshop Leader:
 
Richard de Haast, Head of Customer Episode Delivery, Customer Transformation, BUPA
 
Richard is committed to being customer led. At BUPA, he identifies a range of customer pain points for his customers and maps these into customer episode journeys. 

12:30 pm - 3:00 pm Building a Customer-Centric Organisation

How can you truly embed customer-centricity throughout your organisation? Join this workshop to explore strategies that work – from getting boardroom buy in to developing the right trainings and rewards.  
 
What Will You Learn?
 
·         Prioritising customer centricity in the boardroom and demonstrating ROI
·         Creating awareness of the importance of customer-centricity in the organisation
·         Developing structural trainings to develop the right mindset and behaviour
·         Assessing outcomes and devising incentives for customer-centric initiatives to embed and empower
 
About Your Workshop Leader:

TBA

3:30 pm - 6:00 pm Take Part in the Chatbot Revolution!

Dheemant Thacker - Head, Mobile Innovation, Social Media & AI Banking, HDFC Bank
Chatbots are no longer mere buzzwords and is set to be the next big thing in revolutionising customer engagement and interactions. Find out what the fuss is all about in this A-Z guide on developing chatbot projects!
 
What Will You Learn?
 
·         Understanding the benefits and limitations of chatbots
·         How to design your chatbot: From vendor selection, features and functionalities to persona development
·         Trimming and training data to enhance user experience
·         Driving continuous improvement in developing an intelligent chatbot: How can we move beyond transactional to conversational?
 
About Your Workshop Leader:
TBA
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Dheemant Thacker

Head, Mobile Innovation, Social Media & AI Banking
HDFC Bank